Membership Terms

These Membership Terms are an agreement between you and NURA MEDICAL LTD (company number 17129281), trading as Nūra Clinic (“Nūra”, “we”, “us”). They apply alongside our Patient Terms & Conditions. If the two conflict on anything to do with your membership, these Membership Terms apply.

Please read them before joining. When you tick the box on our join form, you confirm that you have read and agree to them.

How to contact us about your membership. For any request about your membership, including cancelling, pausing or freezing it, please call us first on 0161 566 7618, then confirm your request in writing by email to [email protected]. Your request takes effect from the date we receive your email. We will always confirm our response to you in writing. We cannot accept membership requests through WhatsApp or social media.

Contact: [email protected] · 0161 566 7618 · 2 Ashfield Road, Cheadle, SK8 1BB

1. Who can join

1.1 Membership is open to anyone aged 18 or over who holds a UK bank account that can pay by Direct Debit.

1.2 Membership is personal to you. It cannot be shared, transferred or gifted.

2. Membership tiers

2.1 Every tier includes a Nūra Signature Consultation (where your clinician agrees your personalised Treatment Plan with you), priority booking and a monthly contribution to your Treatment Reserve.

Prevent — £99 per month

• £75 a month goes into your Treatment Reserve
• Annual treatment plan with a 6-month review
• 2 prescriptive microneedling sessions per membership year
• 10% off products

Restore — £149 per month

• £100 a month goes into your Treatment Reserve
• Quarterly reviews
• 3 prescriptive microneedling sessions per membership year
• 1 skin booster treatment per membership year
• 10% off all products

Regenerate — £249 per month

• £120 a month goes into your Treatment Reserve
• Quarterly reviews
• 4 microneedling sessions per membership year
• 3 skin booster treatments per membership year
• 10% off products and injectables

2.2 Prices include VAT where applicable.

2.3 Places on Regenerate are limited so that we can give every Regenerate member the time and access the tier promises. When Regenerate is full, we may close it to new members and offer a waiting list. Joining the waiting list does not create a membership and no payment is taken.

2.4 We may close any tier to new members at any time. This does not affect existing members.

3. Joining and your right to cancel (cooling-off)

3.1 Your membership starts on the date your first payment is taken (your “start date”). Each “membership year” runs for 12 months from your start date.

3.2 You have 14 days from your start date to cancel for any reason. To cancel, call us on 0161 566 7618 and confirm by email to [email protected] (an email on its own is also enough during this period). We will refund your payment within 14 days of your request.

3.3 If you ask us to provide a treatment or consultation during those 14 days and then cancel, we will deduct the standard price of anything you have received from your refund.

4. Minimum term and renewal

4.1 Your membership has a minimum term of 12 months from your start date.

4.2 At the end of the minimum term, your membership continues automatically and a new membership year begins. From then on, you can cancel at any time with 30 days’ notice (see section 11).

4.3 We will remind you by email 60, 30 and 7 days before each renewal date. Each reminder will show your Treatment Reserve balance and explain how to cancel.

5. Payments

5.1 Membership fees are collected monthly by Direct Debit through our payment provider, GoCardless.

5.2 Your first payment is taken when you join. Later payments are taken on or around the same date each month. GoCardless will tell you in advance of each payment.

5.3 Your payments are protected by the Direct Debit Guarantee.

5.4 Cancelling your Direct Debit does not cancel your membership. Please tell us directly.

5.5 If a payment fails, GoCardless may try to collect it again and we will contact you. While a payment is outstanding, your membership benefits are suspended and nothing is added to your Treatment Reserve. If a payment is still outstanding 14 days after we contact you, we may end your membership under section 12.

6. Your Treatment Reserve

6.1 The monthly Reserve amount for your tier is added to your Treatment Reserve when each payment is received.

6.2 Your Treatment Plan. At your Signature Consultation, your clinician will agree a personalised Treatment Plan with you for your membership year. Your Reserve is designed to fund that plan. Following it consistently over the 12 months is how members see results, and it is the purpose of the membership.

6.3 Spending your Reserve. You can use your Reserve on the treatments and products in your Treatment Plan, or on other eligible treatments and products of your choice, at your member price. Every treatment must be approved by your clinician as clinically suitable for you before it goes ahead.

6.4 Choosing treatments outside your plan. If you choose to use your Reserve on treatments that are not in your Treatment Plan:

• we will record your choice in your clinical notes
• the results set out in your Treatment Plan are based on following that plan, so we cannot guarantee them if you choose differently
• the choice is yours, and you accept that not achieving the results of your original plan is at your own risk

This does not affect our responsibility to carry out every treatment safely and with reasonable care and skill (see section 14).

6.5 You can only spend what has built up so far. The Reserve cannot be used before it has been paid in, and your balance cannot go below zero. If a treatment costs more than your balance, you pay the difference at the time of your appointment.

6.6 Your Reserve is a prepayment for treatments at Nūra. It is not a savings account, a credit product or finance. It earns no interest and cannot be exchanged for cash, except where these Terms say it will be refunded.

6.7 Your Reserve is valid for your current membership year and a 30-day grace period after it. Any balance not used by the end of the grace period expires, and your Reserve starts again from zero. Our reminders in section 4.3 are there to help you plan.

6.8 You can ask for your balance at any time.

7. Included treatments and benefits

7.1 Your included treatments (such as microneedling sessions and skin boosters) are separate from your Reserve. They are not deducted from it.

7.2 Included treatments are valid for each membership year. Any that are not used by the end of the membership year and grace period do not carry over. They have no cash value.

7.3 Member discounts apply to standard prices. They cannot be combined with other offers unless we say so.

8. Clinical suitability

8.1 Every treatment, whether or not it is in your Treatment Plan, depends on a clinical assessment by our team. Your membership does not guarantee that any particular treatment can go ahead.

8.2 Prescription treatments, including injectables, need a face-to-face consultation with a prescriber before each course of treatment.

8.3 If you are clinically unsuitable for an included treatment, we will offer a suitable alternative of similar value. Where there is no suitable alternative, we will add the standard value of that treatment to your Reserve.

8.4 Your clinician will review your Treatment Plan at your scheduled reviews and may recommend changes. Any change to your plan will be agreed with you.

9. Bookings, late cancellations and no-shows

9.1 Members do not pay a deposit when booking.

9.2 We need at least 48 hours’ notice to cancel or rearrange an appointment. If you cancel with less notice, or do not attend, we will deduct £50 from your Treatment Reserve. If your balance is below £50, the difference will be deducted from your next monthly contribution.

10. Pausing your membership

10.1 You can pause your membership for up to 3 months in any membership year for medical reasons (including pregnancy or breastfeeding) or extended travel.

10.2 Please give us at least 14 days’ notice before your next payment date.

10.3 While your membership is paused, no payments are taken, nothing is added to your Reserve and your benefits are on hold. Your minimum term, membership year and Reserve expiry date are extended by the length of the pause.

11. Cancelling your membership

11.1 Your 12-month commitment. Your membership has an initial minimum term of 12 months from your start date (see section 4). Aesthetic and skin results come from consistent treatment over time, and your Treatment Plan is built around that 12-month commitment. For this reason, you cannot cancel during the minimum term except in the mitigating circumstances set out in section 11.2.

11.2 Mitigating circumstances. We will accept an early cancellation during the minimum term in the following situations:

(a) A medical condition, pregnancy or breastfeeding that prevents you from having treatment, confirmed by your GP, a specialist or our clinical team. We will first freeze your membership for up to 12 months. While it is frozen, no payments are taken, your Reserve is held for you, and your minimum term and Reserve expiry date are extended by the length of the freeze. If you are still unable to return at the end of the freeze, your membership will end and we will refund any unused Reserve within 14 days.

(b) Clinical unsuitability. If our clinical team decides you are not suitable for membership treatments, your membership will end straight away and we will refund any unused Reserve within 14 days.

(c) Moving away. If you move home more than 30 miles from the clinic, you can end your membership with 30 days’ notice and proof of your new address.

(d) A serious change in your circumstances, such as redundancy or the death of a close family member, or other exceptional circumstances that we agree are outside your control.

Under (c) and (d), no payments are taken after your 30-day notice period. You can use your Reserve until your membership ends, and any balance left at the end is non-refundable.

11.3 How we decide. To request an early cancellation, call us first, then confirm by email and tell us which circumstance applies. We may ask for reasonable evidence, which we will keep confidential. We will give you our decision in writing within 14 days and will not unreasonably refuse a genuine request.

11.4 Leaving early for any other reason. If you end your membership during the minimum term for any reason not covered by section 11.2, the remaining monthly payments for the minimum term are still due. Those payments will continue to be added to your Reserve, so you keep their full value to spend on treatments. If you cancel your Direct Debit without our agreement, the payments remain due and we will contact you to arrange how they will be paid.

11.5 After the minimum term.Once your first 12 months are complete, you can cancel at any time with 30 days’ notice. Your final payment will be the one due within your notice period. You can use your Reserve until your membership ends. Any balance left at the end is non-refundable.

11.6 How to cancel. Please call us first on 0161 566 7618, then confirm your cancellation in writing by email to [email protected]. Your notice period starts from the date we receive your email, and we will confirm your cancellation and end date in writing. We cannot accept cancellations through WhatsApp or social media. Cancelling your Direct Debit on its own does not cancel your membership (see section 5.4).

12. When we can end your membership

12.1 We may end your membership by giving you written notice if:

• a payment remains outstanding 14 days after we contact you
• you behave in an abusive or threatening way towards our team or other patients
• membership benefits are shared or misused
• you gave us false information when joining

12.2 If this happens, we will refund your unused Reserve minus any amounts you owe us.

12.3 If we stop offering memberships for any other reason, we will give you at least 30 days’ notice, refund any unused Reserve in full and refund a proportionate amount for any included treatments you have paid for but not received.

13. Changes to prices and these Terms

13.1 We will not increase your monthly fee during your minimum term.

13.2 We may change prices or these Terms after the minimum term by giving you at least 30 days’ written notice. If you do not accept a change, you can cancel before it takes effect without any charge.

14. Our responsibility to you

14.1 We will provide our services with reasonable care and skill. Results vary between individuals and are not guaranteed.

14.2 Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

14.3 These Terms do not affect your statutory rights.

15. Your personal data

15.1 We process your personal data in line with our Privacy Policy.

15.2 GoCardless processes your bank details to collect your payments. We do not store your bank details.

16. Complaints

16.1 Please contact [email protected]. We will acknowledge your complaint within 2 working days and aim to respond in full within 14 days.

17. General

17.1 These Terms are governed by the law of England and Wales.

17.2 The courts of England and Wales have jurisdiction.