Terms and Conditions
Effective from: October 2026
At Sur Wellness, we want every patient to feel informed and confident about their care. These Terms explain how appointments, treatments, surgery, payments, cancellations and aftercare are managed.
They apply to services provided through the Clinic; Sur Wellness, Sur Surgical, Sur Health and Sur Medispa, unless different terms are provided to you in writing for a specific treatment or service.
1. Your Consultation and Treatment Plan
Your treatment journey will normally begin with a consultation or clinical assessment.
Your clinician will discuss your concerns, medical history, treatment options, expected outcomes, potential risks and any alternatives that may be appropriate.
Not every treatment is suitable for every patient. We reserve the right to decline or postpone treatment where your clinician believes it is not clinically appropriate or in your best interests.
Where treatment is recommended, you will receive information regarding the proposed treatment, associated fees and any preparation or aftercare requirements.
2. Treatment Fees and Quotations
Prices will be confirmed before treatment wherever reasonably possible.
For surgical procedures or more complex treatment plans, you may receive a written quotation outlining the expected cost of your care. Unless otherwise stated, quotations are valid for 90 days.
Your treatment plan may change following further consultation, diagnostic testing or clinical assessment. If this affects the cost, we will explain this to you before proceeding. Any services not included within your quotation will be charged separately.
3. Deposits and Payment
Certain appointments and procedures require a deposit to secure your booking.
A. Consultation deposit: paid in full and varies on Practitioner’s/Surgeon’s rate
B. Non-surgical treatment deposit: paid in full and varies on Practitioner/Surgeon’s rate
C. Surgical booking deposit: 50% advance payment: 25% upon booking; 25% 6/52 days before surgery.
The remaining balance for surgical procedures must be paid 2/52 days before surgery unless another arrangement has been agreed in writing.Treatment may be postponed or cancelled if payment has not been received by the required date.
4. Cancellations and Rescheduling
We understand that plans sometimes change.
If you need to cancel or rearrange an appointment, inform us immediately.
Appointments cancelled with insufficient notice may result in the loss of your deposit or a cancellation charge.
Separate cancellation arrangements may apply to surgical procedures because theatre time, hospital facilities, clinical teams and equipment may have been reserved specifically for your care.
The full surgical cancellation policy is:
A. 6 weeks’ notice: Full refund excluding any consultation fees
B. Between 6-2 weeks’ notice: 25% refund
C. Between 2 weeks and 48 hours’ notice: 50% refund
D. 48 hours or less: No refund
Where possible, we will always explain any applicable charge before taking payment.
5. Surgery and Hospital-Based Procedures
Some procedures can be carried out at Sur Wellness. Others require the facilities and clinical support of a hospital environment.
Where clinically appropriate, certain general surgical procedures and more complex cosmetic surgery may be performed at Nuffield Health Glasgow Hospital. Your Sur consultant will assess your individual needs and explain where your procedure should take place.
Where surgery takes place at Nuffield Health Glasgow Hospital, your Sur surgeon will continue to perform your planned procedure, working alongside the hospital clinical team.
Your quotation or treatment plan will explain which hospital, surgical, anaesthetic and professional fees are included.
Nuffield Health Glasgow Hospital may also require patients to comply with its own admission procedures, policies and terms.
6. Appointment and Theatre Times
Appointment and theatre times may occasionally change because of clinical priorities, emergencies or circumstances outside our control.
For surgery, patients should remain available for the period advised by the clinical team.
We will make reasonable efforts to keep you informed if your appointment or procedure time changes.
7. Changes or Cancellation by Sur Wellness
Occasionally, we may need to change, postpone or cancel an appointment or procedure because of clinical advice, consultant availability, equipment issues, hospital requirements or circumstances outside our reasonable control.
Where this happens, we will try to rearrange your treatment as soon as reasonably possible.
If Sur Wellness cancels a service that has already been paid for and no suitable alternative can be arranged, payment relating to the service not provided will be refunded.
8. Clinical Outcomes
Medicine, surgery and aesthetic treatments involve individual biological responses.
Although our clinicians will aim to achieve the best possible outcome, no particular result can be guaranteed.
Your clinician will discuss expected benefits, limitations, recovery and recognised risks before treatment.
Before proceeding, you will be asked to provide informed consent where appropriate.
9. Complications and Further Treatment
Every medical and surgical procedure carries some degree of risk.
If you experience a concern following treatment, please contact Sur Wellness as soon as possible so that we can advise you appropriately.
Treatment of a complication will depend on its nature, cause, patient coordination and the terms of your original treatment plan.
The patient can contact the aftercare team assigned after the procedure and our Out of Office Hours number: +44 (0) 7758 119 433.
Emergency medical care that falls outside the services provided by Sur Wellness may require referral to another healthcare provider or NHS service.
10. Cosmetic Surgery and Revision Procedures
Healing and cosmetic outcomes vary between patients.
A desire for a different cosmetic result does not automatically mean that the original procedure was unsuccessful or that revision surgery will be provided without charge.
Where revision treatment is being considered, your surgeon will assess the outcome once an appropriate healing period has passed.
Any revision surgery or review, including eligibility, professional fees, hospital fees and applicable time limits, will be explained separately and will be discussed with the treating Surgeon or Practitioner.
11. Your Responsibilities as a Patient
For us to provide safe care, you must give your clinical team complete and accurate information about your health.
This includes details of:
• Medical conditions
• Previous surgery and treatments
• Prescription and non-prescription medication
• Allergies
• Pregnancy or breastfeeding where relevant
• Smoking and alcohol use where clinically relevant
• Supplements or other substances that could affect treatment
You must also follow reasonable preparation and aftercare instructions provided by your clinician.
Failure to disclose relevant medical information or follow clinical advice may affect your treatment outcome and may result in treatment being postponed or cancelled.
12. Consultants and Healthcare Professionals
Your care may involve Consultants, Surgeons, Anaesthetists, Nurses, Operating Department Practitioners, Aesthetic Practitioners and other Healthcare Professionals.
Some consultants working with Sur Wellness may operate as independent medical practitioners.
Where separate professional fees apply, these will be explained to you before treatment whenever reasonably possible.
13. Prescriptions, Medication and Products
Prescription medication will only be provided where clinically appropriate following assessment by an authorised prescriber.
Patients must follow all instructions relating to medication.
Products purchased from Sur Wellness are subject to our returns policy and applicable consumer rights.
Medicines and certain opened or personalised products may not be returnable unless faulty.
14. Treatment Courses and Packages
Where treatments are purchased as a course or package, they must normally be used within 6 months of purchase unless otherwise stated.
Individual sessions within a package cannot be exchanged for cash or transferred into another patient’s treatment care plan.
If a treatment becomes clinically unsuitable, we will discuss appropriate options with you.
Any refund will be calculated taking into account treatment already received and applicable terms.
15. Photography and Medical Records
Clinical photography may be recommended to document your treatment and monitor progress.
Clinical photographs form part of your confidential medical record.
Separate consent will be requested before photographs or patient information are used for marketing, education or promotional purposes.
Refusing marketing photography will never affect your access to treatment.
16. Privacy and Confidentiality
We take the confidentiality of your personal and medical information seriously.
Your information may be shared with healthcare professionals and partner facilities involved directly in your care where necessary and lawful.
This may include Nuffield Health Glasgow Hospital where your surgical procedure takes place there.
Further information about how we collect, use and protect personal information is contained in the Sur Wellness Privacy Policy.
17. International Patients
International patients are responsible for ensuring they have the appropriate travel documentation and arrangements required to enter and remain in the United Kingdom.
Patients are also responsible for travel, accommodation and other personal expenses unless specifically included within a written treatment package.
We strongly recommend following Surgeon’s recommendations allowing sufficient time for appropriate postoperative recovery before travelling.
Your surgeon will advise you when it is clinically appropriate to fly or travel following surgery. You will receive documentation confirming you are medically fit to fly.
18. Personal Belongings
Please avoid bringing unnecessary valuables to appointments or hospital admissions.
Sur Wellness cannot accept responsibility for loss or damage to personal belongings except where required by law.
19. Complaints and Feedback
We want to know if any aspect of your experience does not meet your expectations.
Please raise concerns with our team as soon as possible so that we have an opportunity to investigate and respond.
Complaints can be submitted to:
Email: info@surwellness.com
Telephone: +44 (0) 141 221 7707
Address: 132 West Regent Street Glasgow, G2 2RQ
For more information, please read through our Complaints Policy.
Where applicable, patients may also have the right to raise concerns with the relevant healthcare regulator.
Healthcare Improvement Scotland
Email: his.ihcregulation@nhs.scot
Telephone: +44 (0) 131 623 4342
Address: Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB
20. Events Outside Our Control
Sur Wellness will not be responsible for delays or cancellations caused by circumstances that we could not reasonably prevent.
These may include severe weather, utility failures, transport disruption, equipment failure, public health emergencies or unexpected disruption affecting hospital or clinical services.
We will always make reasonable efforts to minimise disruption to your care.
21. Your Consumer Rights
Nothing within these Terms removes or limits any rights that you have under applicable UK consumer law.
Our services will be provided with reasonable care and skill.
22. Changes to These Terms
We may update these Terms occasionally to reflect changes to our services, policies or legal requirements.
The version applicable to your treatment will normally be the version in effect when your treatment is agreed, unless a change is required by law or is necessary for patient safety.
23. Governing Law
These Terms are governed by the laws of Scotland.
Any dispute relating to these Terms will be subject to the jurisdiction of the Scottish courts, subject to any statutory consumer rights that apply.
24. Contact Sur Wellness
If you have any questions about these Terms, please contact us.
Sur Wellness
Address: 132 West Regent Street Glasgow, G2 2RQ
Telephone: +44 (0) 141 221 7707
Email: info@surwellness.com
Company Name: SUR WELLNESS LTD
Company Number: 13860840
Healthcare Regulator: Healthcare Improvement Scotland
Read our full Terms and Conditions here: Sur Wellness Terms and Conditions V2