Terms & Conditions

1. About LANA SKYN and these terms

These terms apply to every booking, treatment, product, package and gift voucher from LANA SKYN. By booking or paying, you agree to them.

1.1 Who we are. LANA SKYN (also written LANASKYN) is a beauty and aesthetic clinic trading at lanaskyn.com, with locations in Amsterdam and Utrecht.

Location

Address

Contact

Amsterdam

Bezaanjachtplein 281, 1034 CR Amsterdam (inside the shopping centre, next to Kruidvat)

+31 6 28 27 33 87 (phone and WhatsApp)

Utrecht

Amsterdamsestraatweg 346, 3551 CV Utrecht (inside Tandartscentrum Top Lach)

+31 6 28 27 33 87 (phone and WhatsApp)

1.2 Definitions.

• "We", "us", "the clinic": LANA SKYN and its practitioners.

• "You", "the client": the person who books, receives a treatment or buys a product or voucher.

• "Treatment": any cosmetic, laser, skin, body or injectable service we provide.

• "Medical-aesthetic treatment": a treatment involving injectables (such as botulinum toxin or dermal fillers), performed by or under the responsibility of a registered doctor.

• "Package": a set of prepaid sessions bought at a combined price.

• "Deposit": the amount paid when booking to reserve an appointment.

1.3 Scope. These terms apply to bookings made online (Wix Bookings on lanaskyn.com), by WhatsApp, by phone or in person. Any agreement that differs from these terms only applies if we confirm it in writing (email or WhatsApp counts).

1.4 Changes. We may update these terms. The version on our website at the time of your booking applies to that booking. Packages already bought keep the terms that applied when you bought them.

1.5 Language. These terms are written in English. If a Dutch version exists and the two differ, the Dutch version prevails.

2. Bookings and deposits

Some appointments need a €20 deposit to be confirmed; every appointment, paid or free, falls under the cancellation rules in section 3.

2.1 How to book. You can book online at lanaskyn.com, by WhatsApp or phone on +31 6 28 27 33 87, or in person at either clinic. Our online calendar is open up to one year ahead. Same-day appointments are possible when slots are free; if you cannot find a slot online, WhatsApp us and we will try to fit you in.

2.2 Deposit. For some treatments and bookings we ask a deposit of €20. If a deposit applies, you will see this when booking or we tell you by WhatsApp. The deposit is deducted from the price of your treatment on the day. It is forfeited in the situations described in section 3.

2.3 Correct details. You must give your correct name, phone number and email address when booking. We use these to confirm, remind and contact you about your appointment.

2.4 Minimum age. All treatments are for clients aged 18 and over. We may ask for proof of age. If you cannot show it, we may refuse the treatment and keep the deposit.

2.5 Location, practitioner and device. You choose the location when booking. Not every treatment is offered at both locations (for example, LightSheer laser hair removal and laser tattoo removal are offered in Amsterdam only). We may assign a different practitioner than the one you selected if needed, and for some treatments we choose the most suitable device for your skin at the visit.

2.6 Multiple treatments. You may book several treatments back-to-back in one visit. Please book enough time for each; we may shorten or reschedule a treatment that does not fit the booked time.

2.7 Our right to refuse or reschedule. We may refuse or move a booking if a treatment is not suitable for you, if a practitioner is ill, or if a device fails. In that case you get your deposit back or we move it to a new appointment, as you prefer. We are not liable for other costs, such as travel.

2.8 Confirmation and reminder messages. Your appointment is binding as soon as it is booked (and, where a deposit applies, the deposit is paid), whether or not you receive a confirmation or reminder by email, SMS or WhatsApp. These messages are a courtesy service only. Emails can end up in spam, be blocked, or fail to arrive because of an incorrect address or phone number. It is your responsibility to note the date and time of your appointment. Not receiving a confirmation or reminder is not a valid reason for a late cancellation, late arrival or no-show, and the rules in section 3 still apply. If you are unsure about your appointment, contact us by WhatsApp on +31 6 28 27 33 87.

3. Cancellation, rescheduling, lateness and no-shows

Cancel or reschedule at least 24 hours ahead. Otherwise we charge a €20 fee, also for free appointments and appointments booked without a deposit.

Situation

What happens

Cancelled or moved 24 hours or more before the appointment

No charge; any deposit is kept as credit for a new booking, or refunded on request

Cancelled or moved less than 24 hours before

€20 fee (a paid deposit is kept as this fee)

More than 15 minutes late

Treatment cannot go ahead; €20 fee

Up to 15 minutes late

Treatment goes ahead but may be shortened; full price applies

No-show

€20 fee; for a package, the session counts as used

Free appointment (late cancellation, more than 15 minutes late, or no-show)

€20 fee

Clinic cancels

Any deposit refunded or moved to a new date, your choice

3.1 How to cancel. Cancel through the link in your booking confirmation, or by WhatsApp or phone on +31 6 28 27 33 87. The time we receive your message counts.

3.2 Package sessions. For sessions within a package, the same 24-hour rule applies. A late cancellation or no-show counts as a used session; the €20 fee is not charged on top.

Free appointments and appointments without a deposit. The €20 fee also applies to free appointments, such as a free consultation, a free first underarm laser session or any other promotional or trial session, and to appointments booked without a deposit. A free slot is reserved for you and cannot be given to another client at short notice. We send you a payment request (for example a Tikkie or payment link), payable within 7 days. We may require this fee to be paid before you can make a new booking.

3.3 Repeated no-shows. After two no-shows or late cancellations, we may ask for full prepayment before future bookings, or decline new bookings.

3.4 Exceptions. In a real emergency (for example, sudden illness or an accident), contact us as soon as you can. We may, at our discretion, waive the fee.

3.5 Statutory withdrawal right. When you book a service online, Dutch law gives a 14-day withdrawal period for distance contracts. By booking an appointment for a specific date, you agree that this right ends once the treatment has been performed. If you cancel within 14 days of booking and more than 24 hours before the appointment, you get your deposit back.

4. Prices and payment

You pay the price shown on lanaskyn.com at the time of booking, on the day of treatment, unless a package or instalment plan says otherwise.

4.1 Prices. All prices are in euros and include VAT where VAT applies. We may change prices at any time; a change does not affect appointments already booked or packages already paid.

4.2 Starting prices and quotes. Some prices are "from" prices (for example, laser tattoo removal starts at €39 per square centimetre). The final price depends on the size, area or product amount, and we confirm it at your consultation before we start.

4.3 Payment methods. We accept card (preferred), iDEAL, Tikkie and cash. Cash is accepted in the exact amount only.

4.4 When to pay. Payment is due straight after the treatment, minus your deposit. Packages are paid in full before the first session, unless we agree an instalment plan.

4.5 Instalments. Where we offer payment in parts (for example, the unlimited laser hair removal package in 3 parts, or a skin booster package in 2 parts), each instalment is due on the agreed date. If an instalment is late, we may pause further sessions until it is paid. Missed instalments remain owed in full.

4.6 Discounts and promotions. Discount codes (such as a first-visit code), monthly deals and free trial sessions are subject to the conditions stated with them. Unless stated otherwise, they cannot be combined, exchanged for cash, or applied retroactively. A first-visit offer is only for clients who have never been treated at LANA SKYN. We may end a promotion at any time without affecting bookings already made.

4.7 Unpaid amounts. If you do not pay on time, we send a reminder with at least 14 days to pay. After that, we may charge statutory interest and reasonable collection costs as allowed by Dutch law.

5. Consultation, intake and consent

No treatment starts without a consultation, a completed intake form and your signed consent.

5.1 Consultation. Every client, including returning clients starting a new treatment, gets a consultation first. We explain the treatment, the expected results, the number of sessions usually needed, the risks, side effects, aftercare and price. You can ask any question before deciding.

5.2 Intake form. You must fill in our intake and medical history form truthfully and completely. This includes medication, allergies, skin conditions, pregnancy or breastfeeding, recent sun exposure or tanning, recent treatments elsewhere, and any other relevant health information.

5.3 Changes in your health. Tell us before every session if anything has changed since your last visit. For treatments with several sessions, you confirm and sign at each follow-up session that your information is still correct.

5.4 Your responsibility. If you withhold or give incorrect information, we cannot assess whether a treatment is safe for you. We are not liable for complications, reactions or disappointing results that result from incomplete or incorrect information.

5.5 Contraindications. We may refuse, postpone or stop a treatment if we believe it is unsafe or unsuitable for you, for example during pregnancy, with certain medication, with active skin infections, after recent sun exposure, or with a medical condition that rules out the treatment. If we refuse at the consultation for medical reasons you could not have known, we refund your deposit.

5.6 Patch tests. For some treatments (such as laser or peels) we may require a patch test before the first full session. If you decline a recommended patch test, you accept the higher risk of a reaction.

5.7 Photos and measurements. For treatments where results are tracked (such as fat freezing, laser or skin treatments), we take before and after photos and, where relevant, body measurements. These are part of your client file. See section 9 for how we use them.

6. Treatments, results and aftercare

We work carefully and professionally, but results differ per person and are never guaranteed.

6.1 Our commitment. Treatments are performed by trained practitioners, with professional-grade equipment and products (such as mesoestetic® skin products and CE-marked laser and body devices), following hygiene and safety protocols.

6.2 No guaranteed results. Results depend on your skin type, hair colour, age, health, lifestyle, aftercare and how your body responds. Before and after photos on our website and social media show individual results, not a promise. The number of sessions we advise is an estimate; you may need more.

6.3 Known side effects. Depending on the treatment, temporary redness, swelling, bruising, sensitivity, itching, flaking, blistering or crusting can occur. Less common risks include pigmentation changes (lighter or darker skin), scarring, infection and allergic reaction. Laser tattoo removal may not remove every colour completely. Specific risks are explained at your consultation and listed on the consent form you sign.

6.4 Aftercare. You must follow the aftercare advice you receive, verbally or in writing. This often includes avoiding sun, sunbeds, saunas, heavy exercise or certain skincare for a set period, and using sunscreen. We are not liable for complications caused by not following aftercare.

6.5 Intervals between sessions. Follow the advised interval between sessions (for example, at least 6 weeks between fat freezing sessions on the same area). We may refuse a session that is booked too soon.

6.6 Concerns after a treatment. Contact us straight away by WhatsApp or phone if you have a reaction or concern. We will advise you and, where appropriate, invite you for a check. In case of a serious reaction, contact your GP or emergency services first.

6.7 Medical-aesthetic treatments. Injectable treatments (botulinum toxin and dermal fillers) are prescription-only treatments. They are performed by, or under the responsibility of, a BIG-registered doctor working with LANA SKYN. For these treatments:

1. The doctor decides whether the treatment is medically appropriate and may refuse it.

2. The doctor's professional duties under Dutch healthcare law (including the WGBO) apply in addition to these terms.

3. Your medical file is kept for the period required by law.

4. A free check-up and touch-up are only included if stated with the treatment price.

6.8 Products used during treatment. The type and amount of product used is decided by the practitioner, based on your consultation. Opened product cannot be saved for a later appointment.

7. Packages, gift vouchers and loyalty

Packages and vouchers are personal, time-limited and not exchangeable for cash.

7.1 Validity of packages. Packages must be used within 12 months of purchase, unless the package states a different period. The "unlimited" full body laser hair removal package covers up to 8 sessions within one year of the first session. Unused sessions expire at the end of the validity period.

7.2 Personal use. Packages are linked to the client who bought them and cannot be transferred, unless we agree in writing.

7.3 "Pay X, get Y" offers. Free sessions in a package (for example, pay 4, get 5) have no cash value. They are only given once the paid sessions have been bought, and are lost if the package is ended early.

7.4 Ending a package early. Paid packages are non-refundable. If you cannot continue for a medical reason confirmed by a doctor, or because we can no longer offer the treatment, we refund the unused sessions. Used sessions are then charged at the normal single-session price, not the package price.

7.5 Gift vouchers. Gift vouchers are valid for 12 months from the date of purchase, at both locations, for any treatment or product unless stated otherwise. They cannot be exchanged for cash. If a treatment costs more than the voucher, you pay the difference. Remaining value stays on the voucher until it expires. We are not responsible for lost or stolen vouchers.

7.6 Loyalty programme. If you join our loyalty programme, stamps or rewards are personal, have no cash value and follow the rules shown in the programme. We may change or end the programme with reasonable notice; rewards already earned stay valid for at least 3 months after notice.

8. Skincare products and returns

Unopened products bought in the clinic can be exchanged within 14 days; opened products cannot be returned for hygiene reasons.

8.1 Product advice. Our product recommendations are based on your skin at the time of consultation. Read the label and stop using a product if you get a reaction.

8.2 Returns in the clinic. Unopened, unused products with intact seals can be exchanged or credited within 14 days, with proof of purchase.

8.3 Online purchases. If we sell products online, you have a 14-day withdrawal period from receipt. Sealed products that have been opened cannot be returned for hygiene and health reasons. Return shipping costs are for you unless the product is faulty.

8.4 Faulty products. If a product is faulty or damaged on delivery, contact us within 14 days of discovering the fault. We replace it or refund you. Your statutory rights under Dutch consumer law stay intact.

9. Complaints, liability, privacy and legal terms

If something is not right, tell us within 14 days and we will work with you to solve it.

9.1 Complaints. Send your complaint by WhatsApp or email within 14 days after the treatment or after you notice the problem, with photos where relevant. We respond within 5 working days and aim to find a solution within 4 weeks. Where useful, we invite you for a free check-up.

9.2 Complaints about medical-aesthetic treatments. For injectable treatments, the complaints procedure under the Dutch Healthcare Quality, Complaints and Disputes Act (Wkkgz) applies. If we cannot solve your complaint together, you can turn to our independent complaints officer and disputes committee: [name of complaints scheme to be added].

9.3 Our liability. We are liable for damage caused by our own fault or negligence. Our liability is limited to the amount paid for the treatment concerned, or the amount our liability insurance pays out, whichever is higher. We are not liable for:

• known side effects and risks explained at your consultation and in your consent form;

• results that differ from your expectations, when the treatment was carried out correctly;

• damage caused by incorrect or incomplete information from you;

• damage caused by not following aftercare or interval advice;

• indirect damage, such as loss of income or travel costs;

• loss of or damage to personal belongings in the clinic.

These limits do not apply where Dutch law does not allow them, such as in cases of intent or gross negligence.

9.4 Conduct in the clinic. We expect respectful behaviour towards our team and other clients. Children and pets cannot be left unattended in the treatment room. We may refuse or stop a treatment, without refund of the deposit, if a client behaves aggressively, inappropriately, or is under the influence of alcohol or drugs.

9.5 Privacy. We handle your personal and health data in line with the General Data Protection Regulation (AVG/GDPR). We collect only what we need for your bookings, treatments, payments and legal obligations, and store it securely. We never sell your data. You can ask to see, correct or delete your data, unless we must keep it by law (for example, medical records). See our privacy policy on lanaskyn.com for details.

9.6 Photos. Before and after photos are part of your client file and are only used for your treatment. We only use photos on our website, social media or in training materials with your separate, written consent. You can withdraw this consent at any time; we then stop new use, but cannot recall posts already shared.

9.7 Recording in the clinic. Please do not film or photograph staff or other clients without their permission.

9.8 Intellectual property. All content on lanaskyn.com and our social media, including texts, photos, logos and the LANA SKYN name, belongs to LANA SKYN. You may not copy or reuse it without our written permission.

9.9 Force majeure. We are not liable for failing to deliver a service due to circumstances beyond our control, such as illness of staff, device failure, power outages, extreme weather or government measures. We will reschedule your appointment or refund your deposit.

9.10 Severability. If one clause of these terms is invalid, the rest stays in force. We replace the invalid clause with one that comes as close as possible to its purpose.

9.11 Governing law and disputes. Dutch law applies to these terms and all agreements with LANA SKYN. Disputes go to the competent court in Amsterdam, unless the law gives you the right to choose another court. As an EU consumer, you can also use the EU online dispute resolution platform.

9.12 Contact. LANA SKYN · +31 6 28 27 33 87 (phone and WhatsApp) · lana@lanaskyn.com · lanaskyn.com