These Terms & Conditions apply to services provided by TrichoCentre, a division of Santo Sebastian.
Company details
TrichoCentre (a division of Santo Sebastian)
14 Lingwood Park
Peterborough
Cambridgeshire
PE3 6RX
United Kingdom
1. Nature and scope of services
TrichoCentre operates as a trichology practice providing cosmetic and educational hair and scalp consultation services.
Services may include:
• Hair and scalp consultations
• Visual scalp observation and magnification techniques
• Cosmetic care guidance
• Lifestyle and hair-care education
• Non-prescriptive product recommendations
Use of examination equipment
Where magnification devices, imaging systems, or scalp examination tools are used during a consultation, these are provided to support visual observation and to give individual context to hair and scalp discussions.
Where appropriate, non-invasive measurement devices may also be used to provide additional observational information.
Such equipment is not used for medical diagnosis. Any observations made are educational and observational in nature.
Professional scope
Our services do not replace care from a GP, dermatologist, or other regulated healthcare professional. Where appropriate, clients may be advised to seek guidance from a suitably qualified healthcare professional.
Further information is available on our Medical Disclosure page.
2. Client consultation, informed consent & acknowledgement
Prior to receiving services, clients are required to complete and sign relevant consultation and consent documentation.
These confirm that:
• Services are cosmetic and educational
• Information provided does not constitute medical advice, diagnosis, or treatment
• Individual experiences and responses may vary
• Clients may be advised to seek advice from a suitably qualified healthcare professional where appropriate
3. Information disclaimer
Website content and consultation discussions are provided for general informational purposes only and should not be relied upon as a substitute for professional medical advice.
4. Use of digital tools
TrichoCentre may utilise AI-assisted technologies to support limited administrative or content-related tasks.
Further information is available in our AI Content Disclosure.
5. Communications and appointments
Email, voicemail, text message, WhatsApp, and similar messaging services may be used for administrative communication only. Not all inboxes, messaging platforms, or telephone lines are monitored continuously, and receipt of correspondence cannot be guaranteed due to filtering, technical issues, or delivery failures.
TrichoCentre does not provide advice, recommendations, or guidance by email, voicemail, text message, WhatsApp, or messaging services. Any enquiry requiring consideration must be addressed through a booked consultation.
Clients are responsible for retaining booking confirmations and reviewing all appointment details, including:
• The date and time of the appointment
• Whether the appointment is in-person or remote
• The location and method by which the appointment will take place
Online booking platform
Please note that appointment bookings may be facilitated through Calendly, a third-party scheduling platform operating independently of TrichoCentre. While we do not anticipate any issues, we are unable to provide technical support for problems arising directly from the use of the Calendly system. If you experience technical difficulties when making or managing a booking, we recommend contacting Calendly directly for assistance. However, if you require general support relating to your appointment or our services, please do not hesitate to contact us.
Interpreting and Communication Support
TrichoCentre does not provide interpreting or translation services.
Please note that family members should not normally act as interpreters, as this may affect accuracy, privacy, and informed consent.
Clients are responsible for ensuring they can fully understand and communicate during the consultation.
6. Appointment attendance, timings & reminders
• Clients are requested to arrive at least 10 minutes before the scheduled appointment time to allow completion of any necessary paperwork
• Please arrive on time; late arrival may result in a shortened appointment
• Where lateness significantly impacts the safe or practical delivery of the service, the appointment may be cancelled and treated as a missed appointment
• In such cases, the full appointment fee may remain payable
• Appointment reminders are provided as a courtesy only and are not guaranteed
• Clients remain responsible for attending their appointment even if a reminder is not received
• Appointments begin once any required payment has been completed
7. Client eligibility
Services are available to adults aged 18 years and over only.
By booking an appointment, you confirm that you are legally capable of entering into this agreement.
Children and minors are not permitted to attend appointments, and TrichoCentre is unable to supervise them. This is not covered by our insurance.
8. Health information & client disclosure
Clients agree to provide accurate and up-to-date information, including where applicable:
• Allergies or sensitivities
• Existing scalp or skin conditions
• Pregnancy or breastfeeding
• Relevant medical history or recent procedures
• Medications that may affect hair or scalp health
Failure to disclose relevant information may limit the suitability of guidance provided. TrichoCentre accepts no liability where outcomes are affected by incomplete or inaccurate disclosure.
9. Pre-consultation information form
Clients may be asked to complete an information form prior to an appointment.
This form is for information-gathering purposes only and does not constitute a medical assessment, diagnosis, or treatment. Some questions may relate to how hair or scalp concerns affect day-to-day activities or routines. These questions are included only to provide context for discussion during the consultation.
Information is handled in accordance with UK GDPR and the Data Protection Act 2018.
10. Remote consultations
Remote consultations may be offered where appropriate.
You acknowledge that remote consultations are limited by the absence of physical examination and may require follow-up, referral, or an in-person appointment.
11. Complimentary call back
Complimentary call backs are a brief, introductory service only and are not consultations.
• Maximum duration: 10 minutes
• No advice, personalised guidance, or recommendations are provided
• Calls may be made from a withheld or unknown number
TrichoCentre reserves the right to end a call early if the scope exceeds that of a complimentary call back.
12. Results disclaimer
Responses vary between individuals. No guarantees are made regarding outcomes or appearance.
13. Patch testing & sensitivities
Where appropriate, patch testing may be recommended.
Clients who decline recommended patch testing do so at their own discretion. TrichoCentre is not responsible for reactions arising from undisclosed sensitivities or refusal of precautions.
14. Products
Any products sold or recommended are intended for external cosmetic use only.
Clients must follow manufacturer instructions. TrichoCentre is not liable for reactions arising from misuse.
15. Appointments, changes & cancellations
• Appointments are subject to availability
• Appointment availability may be released periodically and may change
• Cancellations or rescheduling must be made at least 24 hours before the appointment, as stated at the time of booking
• Late cancellations or non-attendance may result in a fee or loss of deposit
• By booking and attending an appointment, clients confirm that the appointment fee relates to time reserved and services made available, and not to any specific outcome
• Where a payment dispute or chargeback is initiated through a bank or payment provider, TrichoCentre reserves the right to provide relevant booking records, communications, and attendance information to the payment provider as evidence of the service agreement
Repeated Non-Attendance
Where a client fails to attend two or more scheduled appointments without appropriate notice, TrichoCentre reserves the right to decline future bookings. This measure is intended to protect appointment availability and ensure fairness to other clients.
No formal written care plan is provided following appointments.
16. Office guidelines
To maintain a safe and professional environment:
• Please attend appointments alone
• Guests must wait outside or in their vehicle
• No refreshments are provided
• Toilet facilities are unavailable
• CCTV operates on the premises
• Due to a doorstep, the premises do not have wheelchair-accessible seating
Further accessibility information can be provided on request prior to booking.
17. Hygiene, safety & suitability
Clients must comply with reasonable instructions during appointments.
We reserve the right to decline or discontinue services where conditions are unsuitable or unsafe.
18. Right to refuse service
We reserve the right to refuse or discontinue services where:
• Relevant information is withheld or inaccurate
• A service is outside scope
• Behaviour is inappropriate, abusive, or disruptive
Where a consultation is ended early due to inappropriate, abusive, threatening, or disruptive behaviour, the full appointment fee will remain payable and no refund will be issued.
19. Limitation of liability
Nothing in these Terms excludes or limits liability for:
• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any liability which cannot be excluded under UK law
20. Consumer rights
These Terms are subject to the Consumer Rights Act 2015.
Nothing in these Terms affects your statutory rights.
21. Privacy & data protection
Handled in accordance with UK GDPR and Data Protection Act 2018.
22. Intellectual property
All consultation materials, imagery, and educational resources remain the intellectual property of Santo Sebastian and TrichoCentre.
23. Changes to terms
These Terms & Conditions may be updated from time to time. The most current version will be published on our website.
24. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
25. Acceptance
By booking or attending an appointment, you confirm that you have:
• Read and agreed to these Terms & Conditions
• Read the Privacy Policy
• Access to the Medical Disclosure and AI Content Disclosure