Bella Vou Terms & Conditions

Important Information – Please Read Carefully

These Terms and Conditions form an essential part of your relationship with Bella Vou and apply to all consultations, treatments, procedures, and services provided by us. They are designed to ensure clarity, transparency, and mutual understanding, and set out important information regarding consent, treatment processes, responsibilities, fees, revisions, and aftercare.

By booking a consultation, proceeding with treatment, or undergoing any procedure at Bella Vou, you confirm that you have read, understood, and accepted these Terms and Conditions. We strongly encourage all patients to take the time to familiarise themselves with this document and to ask questions where anything is unclear before proceeding, as acceptance of treatment is conditional upon agreement to these terms.

DEFENITIONS

Bella Vou means Bella Vou Limited, a Care Quality Commission (CQC) registered private cosmetic surgery provider offering surgical and non-surgical procedures and associated clinical and administrative support services.

Glossary of Terms

Deposit: An agreed non-refundable sum used to secure a place on the operating schedule. Where the confirmation of surgery occurs within the cooling-off period, deposits are refundable within this period.
General Medical Council (GMC): The statutory body responsible for maintaining the official register of medical practitioners in the United Kingdom. All surgeons and doctors affiliated with Bella Vou must be GMC-registered and hold valid practicing privileges.
Bella Vou Clinical Team: A team comprising qualified medical professionals including nurses and other healthcare practitioners who support patients throughout their care journey. While they assist in the coordination of care, all clinical decisions and outcomes related to surgical procedures remain the responsibility of the independent Consultant Plastic Surgeon.
Modification Procedure: A planned, staged approach to surgery where a second operation is clinically recommended to achieve the desired aesthetic outcome. This will be clearly documented in the patient's initial treatment plan and agreed upon in writing.
Patient: Any person who has entered into a contract with Bella Vou for a consultation and/or surgical or non-surgical procedure. This includes receiving clinical and administrative services coordinated by Bella Vou. The clinical outcome of a surgical procedure remains the responsibility of the independent Consultant Plastic Surgeon or Anaesthetist.
Pre-Operative Assessment: A formal clinical evaluation carried out by a Bella Vou nurse or healthcare professional prior to surgery. This is a critical point in your care pathway where full payment of the treatment fee is due, and medical clearance must be achieved for the procedure to proceed.
Patient Information: Educational and preparatory material provided to patients in accordance with CQC standards, including brochures, emails, guides, and procedural documentation such as procedure information guides and surgical consent forms.
Procedure: The surgical or medical treatment to be performed by a Consultant Plastic Surgeon and, where applicable, supported by an Anaesthetist. This includes pre-operative preparation, intra-operative actions, and immediate post-operative care.
Reflection and Cooling-Off Period: A 14-day period provides you with a time to consider whether the proposed treatment plan discussed between yourself and your surgeon and the delivery of the agreed treatment is best for you. It provides a length of time to process this and to make an informed decision. The cooling-off period starts from the time of your consultation regarding your treatment plan before the treatment is provided.
Further Reflection and Cooling-Off Period: An additional 14-day period applies if a material change to the procedure is recommended and accepted. This period starts from the date the change is confirmed.
Surgeon/Doctor (Including Anaesthetist): An independent medical practitioner registered with the GMC who holds practising privileges with Bella Vou. These professionals are not employees of Bella Vou and retain sole clinical responsibility for the procedures they perform. Any concern or complaint directly related to the care or treatment which the surgeon or doctor has provided to a patient, is the legal responsibility of the clinician to resolve with the patient including any claims for medical malpractice. Bella Vou is responsible for the ancillary nursing care, the facility and administrative to support the patient’s journey. Medical malpractice claims which may arise may only be directed and sought from the either or party and not both.
Working Day: Any day from Monday to Saturday, excluding UK Bank or Public Holidays.

1. Your Consultation

At Bella Vou, we understand that a surgical consultation is a vital first step in your cosmetic journey. We are committed to ensuring each patient receives personalised, high-quality care from the outset. To help you get the most from your consultation with your Consultant Plastic Surgeon, we encourage you to take note of the following:

What to Expect

Consultations vary in length depending on the complexity of the procedure and typically last between 20 minutes to 1 hour.
During your consultation, your Consultant Plastic Surgeon will:

- Discuss your surgical goals and aspirations
- Advise on the most appropriate procedures and techniques tailored to your individual anatomy and desired outcome
- Review your full medical history and current health status
- Conduct a physical examination to assess your suitability for surgery
- Provide an honest assessment of potential outcomes, benefits, risks, and limitations
- Take medical photographs, which will form part of your confidential medical records

Preparation To Attend Your Consultation

To ensure the most effective use of your consultation time and avoid unnecessary delays:

You will be asked to complete a confidential healthcare questionnaire in advance of attending your consultation. This enables your surgeon to be fully informed of your medical background from the outset.
You will also be asked to submit images of your area of concern securely via our patient image portal. These images help:

- Avoid a wasted journey by ensuring your concerns are best matched to the most suitable and experienced surgeon for your anatomical needs
- Allow the surgeon to prepare a more tailored and considered opinion ahead of meeting with you
- Minimise the need for extended examination during the in-person consultation for your comfort particularly where the area of concern is an intimate area

We completely understand that taking and submitting photographs of an intimate area, or of an area of your body that makes you feel less confident, will naturally cause you to feel awkward or uncomfortable. Please rest assured that we treat all patient submissions with the utmost sensitivity, confidentiality, and professionalism. Supplying these images ahead of time is not only clinically beneficial, but it also helps make your consultation more focused and efficient through being able to be better prepared and thereby ensuring that you get far more from your consultation with a specialist while at the same time respecting your time and privacy. Additionally, we strongly recommend you:

Research a great deal about the procedure you are interested in, read and watch as many of our procedure videos on our website, social media channels and other procedure information which we will have sent you to become more familiar
Bring a list of questions or concerns you may have.
Be prepared beforehand in being clear about what your aspirations are from this procedure, what outcome you hope for, consider how this will positively affect you and also how well you will manage post-surgery when for a short period it can be challenging during your recovery in regards to both physical limitations but also on account of emotional stresses due to discomfort and limitations.
Be prepared to discuss your goals and expectations honestly and openly about what your expectations are.

Your Patient Coordinator

You will be accompanied throughout your consultation by your dedicated Patient Coordinator, who will:

Guide you through your journey from consultation right through to discharge and throughout all your aftercare
Help facilitate communication and logistics; they possess a wealth of experience having helped many patients just like you
Provide additional support and answer any non-clinical questions whilst also ensuring they streamline and facilitate the organisation of your medical care

Confirmation of Surgery Booking

At Bella Vou, we want your journey from consultation to surgery to be seamless, well documented, informed and worry free. This experience should be an enjoyable one and not something to be worried about. Once you have met with your Consultant Plastic Surgeon, your dedicated Patient Coordinator will assist you as you evaluate what you would like to do following your consultation. The following steps outline what to expect next and how to confirm your procedure.

An operation is considered confirmed only once the following criteria have been met:

A consultation has taken place with the operating Consultant Plastic Surgeon
A deposit equal to 10% of the total treatment fee has been received by Bella Vou
All required pre-operative documentations has been reviewed and validated

Next Steps After Your Consultation

After attending your consultation and being considered suitable to undergo a procedure, your Patient Coordinator will prepare a personalised procedure treatment proposal which will detail the cost of the procedure and what this includes, we encourage you to take the time to review all the information provided thoroughly. It is imperative that you take the time to carefully review, ponder and consider the procedure information and consent forms that are sent to you. If you have any uncertainty, no matter how minor, it's important to discuss it with your Patient Coordinator and surgeon to ensure complete understanding. It is imperative that you are clear about what the procedure can and can’t address, what potential complications can arise, and how they can affect you, should you encounter a complication.

If you have additional questions, your Patient Coordinator can assist you with these and even organise a second consultation for you with the surgeon.

If you decide to proceed:

Your availability and that of your surgeon will be discussed with your Patient Coordinator to identify a suitable date for your procedure.
A provisional surgery date can be agreed upon based on mutual availability.

Securing your surgery, to confirm and secure your surgery booking:

You must pay the deposit outlined in your procedure fee proposal.
Your booking will not be secured until this deposit has been received.
Please note: surgery slots are limited and may be allocated to other patients if your deposit is not paid in a timely manner.

By paying your deposit, you are:

Confirming your intention to proceed
Accepting the terms of your treatment plan and associated costs
Agreeing to Bella Vou’s Terms and Conditions as outlined in this document

Final Pre-Surgical Steps

Once your procedure is confirmed, you will be guided through the final steps:
Completion of all necessary pre-operative assessments and any additional clinical clearances
Full settlement of your procedure fee by the deadline stated in your fee proposal
Adherence to all pre-surgical instructions provided by your surgeon and clinical team
Failure to complete these requirements may lead to cancellation or postponement of your procedure, subject to rescheduling or cancellation charges as outlined

2. Bella Vou’s Obligations to You

2.1. Bella Vou operates as a Care Quality Commission (CQC)-registered hospital facility provider. Our responsibilities encompass providing and maintaining the clinical environment, ensuring that our premises are safe, suitably equipped, and staffed in compliance with relevant regulatory requirements. This includes the provision of operative equipment, recovery facilities, and qualified nursing support.

2.2. All surgical procedures are performed by independent consultants who are GMC-registered and registered on the Specialist Register that hold valid practicing privileges to operate from Bella Vou. These consultants are not employees of Bella Vou but operate under independent professional contracts. They are solely responsible for all clinical decisions, the provision of surgical procedures, and the management of patient care related to the surgery.

2.3. Bella Vou facilitates the coordination and administration of your care pathway, including scheduling consultations and procedures. However, the independent consultant surgeon retains full clinical and legal responsibility for the medical elements of your care, including pre-operative assessments, surgical procedures, and post-operative management.

2.4. In line with professional standards for cosmetic surgery, Bella Vou ensures that all procedures are carried out in a safe environment that meets the necessary standards for undertaking cosmetic procedures. Surgeons must be satisfied that the premises continue to meet appropriate standards and that the necessary staff, skill mix, and equipment are available and fit for purpose before proceeding.

2.5. Bella Vou is committed to protecting your personal data. We are fully compliant with the UK General Data Protection Regulation (UK GDPR) and registered with the Information Commissioner’s Office (ICO). Your medical records and images are stored securely and accessed only by authorised personnel for clinical or administrative purposes.

2.6. We provide patients with clear and accurate information, both pre-operatively and post-operatively, to support informed decision-making. You will receive access to written materials and verbal guidance to ensure you are prepared for your treatment and recovery.

2.7. Our commitment includes ensuring your care is handled compassionately and efficiently from your initial enquiry through to your aftercare. Any feedback or concerns are acknowledged and addressed promptly, in accordance with our Complaints Procedure.

3. Patient Obligations to Bella Vou

As a patient of Bella Vou, your active cooperation and transparency are essential to ensure your safety and the success of your treatment journey. By entering into an agreement with Bella Vou, you agree to the following obligations:

3.1. Proof of Identity and Age
Due to our hospital licence requirements, Bella Vou is unable to provide consultations, treatment, or surgical care to anyone under the age of 18.
Where a patient appears to be under the age of 18, or where we reasonably consider age verification to be required, we may ask for valid photographic identification confirming that the patient is 18 years of age or older. We will be unable to proceed with any consultation, treatment, or surgical booking unless this has been provided and verified.

3.2. NHS Number Requirement
You are required to provide your NHS number prior to your pre-operative assessment if you are a UK resident. If you are not a UK resident, your Patient Coordinator will assist you further. This ensures safe and coordinated care with other health services, where appropriate.

3.3. Clinical Decision Making
You acknowledge that the final decision on whether a procedure should go ahead rests solely with the Consultant Plastic Surgeon or Anaesthetist. Their judgment will be based on clinical assessment, your health status, and your suitability for the procedure.

3.4. Full Disclosure of Medical History
You are responsible for disclosing your complete medical history to Bella Vou, your surgeon, anaesthetist, and nursing team. This includes any current or past conditions, medications, and use of recreational substances, including but not limited to:

- Class A drugs: Cocaine, heroin, ecstasy (MDMA), LSD

- Class B drugs: Cannabis, ketamine, amphetamines

- Class C drugs: Steroids, benzodiazepines, GHB

Failure to disclose relevant information may result in the cancellation of your procedure, and you may be liable for rescheduling or cancellation fees in line with Section 4 or Section 5. Bella Vou is not responsible for any adverse outcomes caused by withheld information.

3.5. Smoking and Nicotine Use
If you smoke or use nicotine products (e.g., patches, gum, vapes), you must stop a minimum of 4 weeks before your surgery and remain abstinent until cleared by your surgeon post-operatively. Failure to comply may result in the postponement or cancellation of your surgery and the application of rescheduling or cancellation charges.

3.6. GP Notification and Consent
In order to provide your GP with a complete record of your medical care, it is recommended that Bella Vou notify your GP of the procedure which you have undergone. You will be asked to consent to this during your first or subsequent appointments. You may opt out of this as it is not mandatory, although it is recommended.

3.7. Changes in Health
You must notify Bella Vou immediately of any change in your health or previously declared medical information. This includes (but is not limited to): pregnancy, COVID-19 infection or symptoms, change in medications, new diagnoses, or significant weight change.

3.8. Cold/Flu & COVID-19 Notification
You must inform us if you test positive for COVID-19 or experience cold or flu symptoms immediately ahead of undergoing any procedure. Bella Vou may need to postpone your procedure on account of your wellbeing as elective medical procedures should be avoided when feeling unwell.

3.9. Understanding of Information Provided
You are responsible for reading and understanding all patient education and informational materials provided in relation to your surgery. If you have questions or require clarification, you must raise these in advance of your procedure.

3.10. Adherence to Pre- and Post-Operative Instructions
You must strictly follow all medical advice and instructions provided by Bella Vou’s Clinical Team and your Consultant Surgeon before and after your surgery. Failure to comply may impact your results and could void your after-care support.

3.11. Payment of Outstanding Balances
All outstanding treatment fees must be settled following the expiration of your 14-day cooling-off period or at least 30 days prior to your procedure date, whichever occurs first. Non-payment may lead to cancellation of your procedure in accordance with our payment and cancellation policy.

3.12. Notification of Legal Status
You are required to inform Bella Vou if you are charged with any criminal offence that may result in a custodial sentence. Bella Vou cannot provide clinical care, including surgery or aftercare, to any patient in custody.

4. Fees & Payment Terms

4.1. Treatment Fee Proposal
Following your consultation, you will receive a personalised treatment fee proposal. This document outlines the total cost of your recommended procedure, the services included, payment schedule, and any optional add-ons or garment requirements where applicable.

4.2. What Your Fee Covers
Your quoted treatment fee typically includes:

- Consultant Plastic Surgeon and Anaesthetist fees

- Hospital or clinic charges, including use of the operating theatre and recovery suite

- Pre-operative nursing assessments and post-operative reviews

- Standard consumables, dressings, and in-hospital medications revision

- Medical photography and documentation

- One or two compression or support garment (applicable to your procedure and reflected upon your confirmation of surgery document)

- Access to routine aftercare for a minimum of 12 months following surgery

4.3. What Is Not Included
The treatment fee does not cover the following items and services, which may incur additional charges:

- Diagnostic Examinations: ECGs, X-rays, MRIs, mammograms, histology etc.

- Non-Prescribed Medications

- Specialist Implants (outside of agreed standard, such as Bi-Lite)

- Additional Hospital Stay beyond what we have indicated or ordinarily include.

- Travel and Accommodation for surgery or revision

- Post-Operative Therapies (e.g., MLD massages beyond the number included as detailed within your confirmation of surgery)

- Non-Compliance Costs

- Loss of Earnings

- Post-Operative medications outside of those typically prescribed

- Additional compression garments

4.4. Payment Terms
To confirm your procedure and reserve a treatment date, a deposit equal to 10% of the total treatment fee must be paid, as outlined in your treatment fee proposal. This deposit is non-refundable but may be transferrable to another treatment in some cases.

Payment schedule:

- 10% Deposit: Due at booking

- 50% of Total Fee: Due 8 weeks before surgery

- 100% of Total Fee: Due 4 weeks before surgery

Payments may be made via bank transfer, debit or credit card, or through an approved third-party finance provider. Missed deadlines may result in loss of your surgery date and cancellation fees.

4.5. Cooling-Off Period Exception
Where a patient's consultation and proposed treatment date occur in very close proximity to each other, eg where the treatment date is agreed to be provided just 14 days after the initial consultation with your surgeon, then any deposit paid within this time period may be refundable if no services are provided. In all other circumstances where the initial consultation and the treatment date are scheduled further apart, this exception is not applicable, and the deposit is non-refundable.

4.6. Changes to Procedure or Additional Charges
If your treatment plan is modified following clinical reassessment or due to new medical information, your fee may be revised. All new charges will be communicated and only applied with your prior approval.

5. Patient Consultation Policy – Missed, Rescheduled and Cancelled Appointments

At Bella Vou, we proudly offer complimentary consultations with our renowned Consultant Plastic Surgeons, completely free of charge and without obligation.

We believe that the decision to undergo cosmetic surgery must begin with being fully informed, and our consultations are designed to provide just that—expert clinical insight, personalised guidance, and clear, honest discussion about what you can expect, including your options, the likely outcomes, and any associated risks.

While these consultations are complimentary in nature, they are not without significant cost to our clinic and our surgeons’ valuable time. We therefore ask that you respect the appointment and the resources involved by giving us at least 72 hours’ notice should you need to reschedule or cancel.

5.1. Missed consultations or cancellations with less than 72 hours’ notice will incur a charge of £150 which will be invoiced to you. 100% of funds collected from missed appointment charges will be donated to a local children’s hospice.

By continuing to book in for a consultation with a consultant plastic surgeon, you confirm hereby that you understand and agree to this policy in the event that you fail to meet the standard set out.

6. Cancellation & Refund

Procedures can be cancelled by either the Patient or Bella Vou for a variety of reasons. This section explains the consequences of a cancellation.

Right to Cancel During the Reflection and Cooling-Off Period or Further Reflection and Cooling-Off Period

6.1. You have the right to cancel this contract within 14 days without giving any reason.

a) The Reflection and Cooling-Off Period expires 14 days from the date of your initial consultation and the very earliest date that you may receive your treatment. Subject to clause 4.5, deposits may be refundable.
c) To exercise the right to cancel, you must inform your Patient Coordinator by email.
d) To meet the deadline, it's sufficient to send your communication before the Cooling-Off Period has expired.

6.2. Bella Vou Cancellation Reasons:

Bella Vou reserves the right to cancel, postpone, or reschedule a procedure or appointment in any circumstance where proceeding would be deemed unsafe, impractical, or not in the best interest of the patient or clinical team. This includes, but is not limited to, the following unavoidable circumstances:

- Failure by the patient to comply with pre-operative or clinical instructions
- Failure to meet the Patient Obligations as outlined in these Terms
- Medical unsuitability or discovery of new, worsening or undisclosed medical information which puts you at risk.
- Behavioural concerns or conduct that causes the surgeon or clinical team to feel ethical unease in proceeding.
- Essential clinician illness (including, but not limited to, the surgeon or anaesthetist)
- Malfunction or unavailability of essential medical equipment
- A medical emergency, clinical complication, or delay in theatre due to the treatment of another patient, where proceeding with your surgery becomes impractical, inadvisable, or unsafe for either the patient or the clinician
- Any force majeure event, including but not limited to extreme weather, transport disruption, or public health emergencies

In the event that your appointment or treatment needs to be cancelled or rescheduled by Bella Vou for any of the reasons above, we regret that we cannot be held liable for any travel, accommodation, or loss of earnings incurred. We make this known as in the unlikely event that should this occur, that you are aware that we can not compensate you for those causes that we can not influence or have control over. We strongly recommend that patients:

- Book flexible or refundable train tickets to account for the possibility of last-minute changes
- Take out comprehensive travel insurance, particularly for those travelling from outside the UK to cover potential costs associated with cancelled or rescheduled flights or other travel arrangements
- Ensure any hotel bookings include a flexible cancellation policy, ideally allowing for cancellation or amendment with at least 24 hours' notice

Bella Vou will always endeavour to notify patients of any changes to appointments as early as possible and to minimise disruption wherever we reasonably can however health matters can change quickly and significantly that can result in unforeseen and unexpected arrangements to be made. We recognise that these are most unwelcome, frustrating and costly to prearrangements made. We have every heartfelt sympathy for you should this unfortunate event result in regards to your arrangements. We do all we can to plan for and make provision for such unexpected challenges, however there is only so much that we can foresee and make provision for the unexpected.

6.3. Patient-Initiated Rescheduling:

Please note that if you reschedule your procedure, the price of your surgery will remain unaffected by any price increases as long as your newly rescheduled surgery date falls within the next six months. In the event that your rescheduled surgery falls outside 6-months from the original date of your procedure, your procedure may be requoted and subject to any price increase that has occurred. If your surgical plan is changed (i.e. additional procedures are added), the prices of these procedures will be quoted based on the current price of our published price lists.

Once a 10% deposit has been received and your procedure date is officially secured in our diary, any rescheduling of that procedure will incur certain surcharges.

The below table outlines the surcharges that will be incurred if you reschedule your procedure during specific timeframes leading up to your surgery date.

Timeframes leading up to your Surgery Date	Payment Conditions
Rescheduling 8+ Weeks prior to surgery (10% of the total cost of your surgery has been paid)	£250 Surcharge will be incurred
Rescheduling 8–4 Weeks prior to surgery (50% of the total cost of your surgery has been paid)	£250 Surcharge will be incurred
Rescheduling 4–3 Weeks prior to surgery (100% of the total cost of your surgery has been paid)	£500 Surcharge will be incurred
Rescheduling 3–1 Week prior to surgery (100% of the total cost of your surgery has been paid)	15% Surcharge will be incurred (if 15% is less than £500, a £500 surcharge will be incurred instead)
Rescheduling 1 Week prior to surgery (100% of the total cost of your surgery has been paid)	25% Surcharge will be incurred (if 25% is less than £500, a £500 surcharge will be incurred instead)

Please note that should your surgery be rescheduled on more than one occasion, within the 3-week window preceding your surgery, our surcharges stated above will be doubled.

6.4. Patient-Initiated Cancellations:

Timeframe Before Surgery	Payment Conditions	Refund
8+ weeks	10% deposit paid	Deposit non-refundable, but transferable (excl. products)
8–4 weeks	50% paid	50% of total paid refunded
4–3 weeks	100% paid	50% of total paid refunded
3–1 weeks	100% paid	25% of total paid refunded
<1 week	100% paid	10% of total paid refunded

If a procedure is rescheduled and later cancelled, the cancellation policy applies from the original date.

Exceptions due to significant adverse events (e.g., illness, COVID, bereavement) may be considered at Bella Vou’s discretion, and documentation will be required.

7. Patient Aftercare and Revision

Bella Vou is committed to providing comprehensive post-operative aftercare to support your recovery, wellbeing, and surgical outcomes. Our Aftercare Policy is designed to guide you safely through your healing process. Compliance with this policy is essential for your protection and for maintaining eligibility for any revision or follow-up care.

7.1. Attendance and Adherence
You must attend all scheduled post-operative appointments with your nurse, surgeon, or other members of the Bella Vou Clinical Team. You are also expected to follow all post-operative instructions outlined in the patient information materials provided to you.

7.2. Missed Appointments and Voided Aftercare
Failure to attend two consecutive post-operative appointments without appropriate notice or justification may result in the forfeiture of further aftercare support from Bella Vou.

8. REVISION SURGERY VS FURTHER (NEW) SURGERY – POLICY DEFINITION

Understanding Cosmetic Surgery Outcomes

At Bella Vou, it is essential that patients clearly understand the distinction between a revision procedure and a further (new) procedure. These are not interchangeable, and they carry different clinical and financial implications.

Furthermore, while our Consultant Plastic Surgeons strive for the highest standards in surgical precision, aesthetic outcomes, and patient care, it’s important to understand that no surgical result can be guaranteed, and no outcome is ever "perfect”.

This policy exists to ensure transparency, fairness, and clarity, and to prevent misunderstandings arising from assumption, expectation, or retrospective reinterpretation of the agreed surgical plan.

8.1. Realistic Expectations

- Perfect symmetry is not possible: All human bodies are naturally asymmetrical. Cosmetic surgery can improve balance and proportion but cannot create absolute symmetry.
- All surgery leaves scars: Scarring is an unavoidable part of any surgical procedure. Our surgeons aim to minimise and conceal scars, but results vary depending on skin type, healing, and genetics.
- Specific sizes and measurements are not guaranteed: Whether it’s a cup size, waist measurement, or facial contour, final results are influenced by your natural anatomy and how your body heals.
- Results take time to settle: Swelling, firmness, and tissue position can take up to 12 months or more to fully stabilise.
- Healing is individual: Scar formation, swelling, and tissue response differ from person to person and cannot be fully predicted.
- Minor irregularities are normal: Slight differences or small contour irregularities are expected in surgical results and not considered surgical complications.

8.2. Definition of a Revision Procedure
A revision is a further surgical intervention that is clinically necessary to correct a problem directly arising from the original procedure, where:

- the agreed surgical plan was appropriately performed,
- accepted surgical standards were met,
- appropriate post-operative care was followed, and
- the outcome has not resulted in an clinically acceptable outcome as reasonably expected by the surgeon.

A revision relates only to correcting a complication or technical issue associated with the original surgery. It does not include enhancement, upgrading, or changing the aesthetic objective which the patient only following treatment express clearly to the surgeon.

8.3. Definition of a Further or New Procedure

A further (new) procedure is any surgery that:

- adds to, alters, extends, or upgrades the original surgical plan,
- introduces techniques, implants, grafting, or procedures not originally agreed, or
- reflects a change in patient preference, anatomy, lifestyle, or expectations after surgery.

Further procedures are not revisions and are chargeable.

8.4. Outcome vs Expectation

A revision is not triggered by dissatisfaction alone.

A procedure is not a revision simply because:

- a patient hoped for a different result,
- expectations evolved after surgery,
- a result did not align with an unspoken assumption,
- personal taste, fashion, or self-perception changed over time.

Bella Vou surgeons operate strictly within the documented and consented surgical plan, which is defined collectively by:

- the consultation discussions and clinical examination,
- the agreed procedure description and consent documentation, and
- the surgical markings applied on the day of surgery, which visually and precisely reflect the surgeon’s understanding of the agreed procedure, informed by those consultations and discussions.

Surgical markings form a critical part of the operative plan. They provide a clear, contemporaneous visual confirmation of what is intended to be performed and are based on:

- the patient’s anatomy as assessed on the day of surgery,
- the outcomes discussed and agreed during consultation,
- the clinical judgement of the surgeon within safe and appropriate limits.

Patients are given the opportunity to review and discuss these markings prior to surgery. Proceeding with surgery following marking confirms the patient’s understanding and acceptance of the operative plan as marked.

Retrospective beliefs about what should have been done—where they differ from the documented plan, the surgical markings, or the agreed scope of treatment—cannot redefine the original procedure or convert a change in preference into a revision.

8.5. Illustrative Examples (Non-Exhaustive)

The following examples are provided to aid understanding and are illustrative only.

Breast Surgery

- A patient has a breast uplift (mastopexy) performed without implants as the patient confirmed implants were not desired. After surgery the patient expresses a wish for greater upper-pole fullness requiring implants. This would be a new procedure.
- A Patient underwent a successful breast augmentation where implants were correctly placed and properly functional. After surgery the patient requests to change size, projection, or profile. This would be a new procedure.
- A patient has a successful areola reduction with normal healing. Later the patient requests a revision due to tissue stretching or relaxation. This would be a new procedure.
- A Patient has a fat transfer and later decides that they would additional fat grafted into an area that was not part of the original plan. This would be a new procedure

Body Contouring

- A Patient has a liposuction procedure as agreed by the surgeon. The patient then requests additional liposuction or contouring due to dissatisfaction, despite appropriate initial treatment. This would be a new procedure.
- A Patient has a standard tummy tuck as planned with the surgeon. The patient then requests a revision to a fleur-de-lis abdominoplasty, where this was not originally planned. This would be a new procedure.
- A Patient has a successfully tummy tuck. The patient then requests a revision tummy tuck following pregnancy, weight gain, or weight loss after the original surgery. This would be a new procedure.

Intimate Surgery

- A patient has a labiaplasty and the result heals as expected. The patient then requests a revision labiaplasty to achieve greater reduction or reshaping. This would be a new procedure.

Facial & Neck Surgery

- A patient has an Ear pinning (otoplasty) surgery where the result heals as expected. The patient then requests a revision surgery for further repositioning to achieve a different aesthetic preference rather than to correct a complication. This would be a new procedure.

A patient has a facelift or a neck lift surgery where the result heals as expected. The patient then requests facial tightening due to ageing or tissue relaxation over time. This would be a new procedure.

8.6. Time, Ageing, and Physiological Change

Procedures arising from:

- natural ageing,
- pregnancy,
- weight fluctuation,
- hormonal or lifestyle changes,

are not revisions, as these factors are external to the original surgery and not attributable to surgical failure.

8.7. Clarifying Expectations and Shared Understanding

Cosmetic surgery outcomes depend not only on surgical technique, but on a shared and explicit understanding of the intended result.

Bella Vou makes every reasonable effort to explain what a procedure can and cannot achieve. However, patients are responsible for actively confirming that their expectations are clearly understood and aligned before proceeding.

Patients must not assume that surgeons will automatically interpret subjective terms such as “bigger,” “smaller,” “fuller,” “flatter,” “natural,” or “as much as possible” in the same way they personally do. These descriptions are inherently subjective and can be understood differently.

By way of illustration:

- In breast surgery, patients must ensure they fully understand and accept what size, projection, and fullness can realistically be achieved by the agreed procedure. A later desire for more volume, upper-pole fullness, or a different look—where this requires implants or additional techniques—is not a revision.
- In liposuction and body contouring, patients must understand that fat removal is selective and conservative, designed to improve contour rather than eliminate all fat or to debulk. Residual fat, asymmetry, and natural tissue behaviour are expected.
- In fat grafting, patients must understand that volume retention is variable and cannot be guaranteed.

If there is any uncertainty, ambiguity, or assumption, the patient is expected to raise this and seek clarification before surgery. Proceeding without resolving such matters will be taken as confirmation that the patient understands and accepts the agreed surgical plan and its limitations.

A later realisation that the outcome differs from what a patient imagined, but not from what was agreed, does not constitute a surgical error, failure of care, or grounds for revision surgery.

8.8. Final Position

A revision is limited to correcting a problem with the original surgery.

Any procedure that:

- enhances or upgrades the result,
- changes size, volume, projection, or contour,
- introduces new techniques or materials, or
- addresses changes occurring after surgery,

will be classified as new surgery and will incur additional costs.

8.9. Requesting a Revision

To be considered for a revision procedure:

Requests must be made in writing within 6 months of the original surgery date
Clearly outline your concerns and areas of dissatisfaction and provide photographs to illustrate area of concern
You must attend a face-to-face consultation with your original surgeon
Before and after photographs will then be reviewed along with your medical notes from the consultations within a multi-disciplinary team held once per month to assess your medical needs and concerns.
Revision procedures will only be considered if your surgeon deems the request clinically appropriate
In cases of scar revision, a minimum of 12 months of healing time is required before re-intervention

Note: If you fail to attend your follow-up consultations or refuse proposed timings on more than one occasion, a revision may not be offered

8.10. Revision Consultation Process

Your surgeon will:

Assess whether your expectations are realistic
Determine if your healing is complete or ongoing
Evaluate whether your result is within the expected surgical outcome
Review your adherence to post-operative instructions
Discuss whether a revision is justified and what risks, limitations, or benefits it may involve

Surgeons are not obliged to offer revision if risks outweigh potential improvements; tissue quality is poor, or expectations cannot be reasonably met.

8.11. Fees for Revision Surgery

Revision fees
Up to 1 year after your original operation, where your operating surgeon agrees that further surgery is clinically appropriate and Bella Vou approves, corrective revision surgery (including theatre time, nursing care, and hospital costs) may be provided at no additional cost to you

8.12. Other Revision terms

Non-Refundable Ancillary Costs
Bella Vou does not reimburse travel, accommodation, or loss of earnings for the patient, a chaperone, or any accompanying individual related to revision surgery.
Lifestyle and Physiological Changes
We cannot offer complimentary aftercare services or revision procedures in cases where changes in appearance are due to lifestyle factors such as weight fluctuation, pregnancy, illness, or natural ageing. These factors may affect the aesthetic outcome originally achieved by surgery.
Clinical Limits and Judgement
If your surgeon determines that the outcome of your procedure falls within the accepted range of normal surgical results, no complimentary revision will be offered. You may still request further procedures, but these will be subject to standard charges
Changing Clinical Guidelines
Bella Vou may update its clinical guidelines periodically. These updates may affect criteria for surgery and revision, including eligibility based on medical conditions, body mass index (BMI), medication usage, and mental health status. A planned or revision procedure may be declined if it no longer meets our clinical standards.
Revision Timing
It may take up to 12 months post-surgery for your final result to stabilise. A formal assessment for revision will not be undertaken until this period has passed, unless urgent medical circumstances require earlier review.
Surgeon Responsibility
The duty of care for all concerns relating to dissatisfaction with the results of your procedure rests solely with your original Consultant Plastic Surgeon. This includes the assessment of clinical outcomes and the determination of whether revision surgery or any other clinical resolution or any other contemporaneous resolution is appropriate. By proceeding with any treatment, you agree and acknowledge that any such arrangements are matters to be resolved between you and your independent surgeon and not by Bella Vou as the healthcare facility provider.

If any revision surgery or alternative resolution is agreed upon in response to concerns about the clinical care or outcome, such agreement is made directly between the patient and the original treating surgeon. Only the original operating surgeon is obligated to provide or arrange such care if deemed clinically appropriate. Other surgeons within Bella Vou are not required or expected to assume responsibility for patients they did not originally treat including providing care without cost.

Bella Vou, as a provider of surgical facilities and support services, is not responsible for negotiating or delivering resolution or corrective treatment arising from dissatisfaction with the clinical care or outcomes provided by your independent surgeon.

Alternative Surgeon Review
If your original operating surgeon becomes unavailable through retirement, migration or relocation, Bella Vou may offer you at it’s sole discretion, another of it’s ‘in clinic’ surgeons for a second opinion review. This surgeon is not obliged to operate but will provide a second opinion Bella Vou will not meet the cost of any external specialist that you may wish to see. Geographic Relocation
If you move to another region, you are responsible for travelling to Bella Vou or your operating surgeon’s location for follow-up care. Bella Vou does not cover travel costs in such cases.
Travel to Available Locations
If your surgeon no longer consults from Bella Vou, you may be required to attend another site for further care. Associated travel costs are not reimbursable.
Investigations and Imaging
If scans or other investigations (e.g., MRI, ultrasound) are required beyond 28 days of your original procedure, costs will not be covered by Bella Vou unless directly related to a known surgical complication.
External Revisions
Bella Vou is not responsible for procedures or corrective surgery performed by any external provider unless pre-authorised by Bella Vou in writing.
Overnight Stay for Revision
If your original procedure was performed as a day case and your revision requires an overnight stay, this additional cost is your responsibility unless stated otherwise in writing.
Implant Manufacturer Warranties
Some implant manufacturers may offer additional coverage in the event of rupture or capsular contracture. Specific warranty documentation will be provided where applicable.
Capsular Contracture
Up to 2 years from the date of surgery, revision will be approved (if clinically appropriate) where Baker Grade 3 or higher capsular contracture is diagnosed. Requests to change implant type or size during revision may incur additional fees.
Confirmed Implant Rupture
If an implant rupture is confirmed by ultrasound or MRI within 2 years, revision surgery may be provided (subject to surgeon and Bella Vou approval). Patients should also review their implant manufacturer’s warranty.
External Implant Removal
If implants are removed by another provider and found to be ruptured, Bella Vou is not liable for any resulting clinical or financial consequences. Patients should contact the implant manufacturer to explore their warranty entitlement.
Patient Limitations and Custodial Status
Bella Vou is not responsible for providing or resuming aftercare in cases where a patient is unavailable due to imprisonment or residing outside the UK. Missed aftercare due to these reasons will not be recoverable.

9. Costs Not Covered

Travel, hotel accommodation, time off work, or childcare
Personal expenses relating to recovery
Revisions performed outside Bella Vou (unless pre-approved)

10. Scheduling & Timing for Revision surgery

One surgery date will be offered after approval. If declined, a second option will be provided.
If you decline both dates, no further scheduling will be offered.
Excessive delays or non-medical deferrals may lead to withdrawal of revision eligibility.

10.1. Rescheduling Revision Surgery

- At least 4 weeks' notice is required to reschedule
- Last-minute rescheduling (under 4 weeks) for non-medical reasons will void the revision offer
- Medical deferrals must be supported by a valid doctor’s letter or certificate

10.2. Procedures Not Considered Revisions

The following are considered new or elective surgeries and not eligible as part of the revision policy:

- Further fat grafting not planned initially
- Areola reduction due to stretching post-surgery
- Capsular contracture or implant rupture
- Implant exchange for size or profile preference
- Additional liposuction or body contouring for dissatisfaction
- Repeat tummy tucks post-pregnancy or weight gain
- Converting a tummy tuck to a fleur-de-lis
- Any procedure related to ageing, pregnancy, or weight fluctuation after surgery

11. COMPLICATIONS, CONTINUITY OF CARE, AND COMPLETION OF TREATMENT

At Bella Vou, we are committed to providing the highest standard of care and support throughout every patient’s surgical journey. However, all surgical procedures carry recognised and consented risks, including the possibility of complications or the need for further intervention to achieve the intended outcome. The occurrence of a complication—where that risk has been fully explained and consented to—does not indicate substandard care, negligence, or lack of surgical competence.

Healing and surgical outcomes are influenced not only by technique, but by individual biological factors, including tissue quality, circulation, scarring response, immune reaction, lifestyle, and post-operative behaviour. These variables are unique to each patient and cannot be fully predicted or controlled.

By consenting to surgery, patients acknowledge and accept that achieving the final outcome may require adjustment, staged treatment, or revision, and that continuity of care with the original surgical team is an essential part of responsible medical practice.

Patients should not proceed with surgery if they believe that the first occurrence of a complication, delay, or deviation from a perfectly smooth recovery would cause them to lose confidence in their surgeon or refuse further treatment. A loss of confidence without clinical justification does not invalidate the treatment plan, the surgeon’s obligation to complete care, or the patient’s responsibility to allow that care to be delivered.

Where a patient unilaterally withdraws from treatment, refuses further intervention, or declines clinically appropriate revision or adjustment without substantiated clinical grounds, Bella Vou will not offer financial compensation or refunds. In such circumstances, the inability to reach the intended outcome arises from the patient’s decision to discontinue care, not from a failure of treatment.

Consent to surgery is therefore in the knowledge and understanding that minor complications can arise as part of their journey which they will continue to trust and allow their surgeon to complete the treatment to achieve the intended outcome even if a minor revision procedure is required. Therefor consent is to a process, not a single event—and includes consent to reasonable further intervention where required to deliver the agreed result.

Please use these links to read our Revision Policy and our Complaints Policy in detail.

12. Access to Medical Records

At Bella Vou, we respect your right to access your personal health information. We are committed to maintaining your confidentiality and ensuring that any requests to access or view medical records are handled securely, respectfully, and in accordance with UK GDPR regulations and the Data Protection Act 2018.

Requesting Copies of Your Records

You have the legal right to request a copy of your medical records or clinical photographs held by Bella Vou.

To make a request, please email our Data Protection Officer at:
[email protected]

Requests must include:

Your full name

Your date of birth

A clear description of the records you are requesting

We will respond to your request within 30 calendar days of receipt, in line with data protection legislation.

For security, we may ask you to verify your identity before releasing any data.

Required Documentation

Before we can release your medical records or photographs, you will need to:

Sign a Medical Records & Photographs Release Form, and

Provide a valid form of photo identification (e.g., passport or driving license)

Records will be made available digitally via secure transfer. If collecting in person, this must also be arranged by appointment.

13. CONFIDENTIALITY & DATA PROTECTION

At Bella Vou, we are committed to protecting the privacy, dignity, and confidentiality of every patient who entrusts us with their care. We treat all personal and medical information with the utmost respect and in strict accordance with applicable data protection legislation.

13.1. Information About Us

Bella Vou is registered with the Information Commissioner’s Office (ICO) and fully complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We take all reasonable steps to ensure the security, confidentiality, and lawful handling of all personal and medical data for which we are responsible. Bella Vou Limited, registered in England under company number 09194567, whose registered office address is 45-47 The Pantiles, Tunbridge Wells. Kent TN2 5TE

Email address: [email protected]

Telephone 01892 257357

13.2. What Does This Notice Cover?

This Privacy Information explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.

We will tell you if providing some personal data is optional, including if we ask for your consent to process it. In all other cases, we need you to provide your personal data so we can provide care and treatment and receive payment for these services.

13.3. What is Personal Data?

Personal data is any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, medical records including digital photography, test results and medical reports, correspondence from and to other doctors/healthcare workers/hospitals and other online identifiers.

The personal data that we use is set out in Part 5, below.

13.4. What Are My Rights?

- The right to be informed about processing of your personal data
- The right to have your personal data corrected if it is inaccurate and to have incomplete personal data completed
- The right to object to the processing of your personal data*
- The right to restrict the processing of your personal data*
- The right to have your personal data erased (the ‘right to be forgotten’)*
- The right to request access to your personal data and information about how we process it
- The right to move, copy or transfer your personal data (‘data portability’)

* these rights do not apply in all circumstances

You have the right to complain to the Information Commissioner’s Office (ICO) which can be found at https://ico.org.uk/. It has enforcement powers and can investigate compliance with data protection law. Your personal data is data which by itself or with other data available to Bella Vou can be used to identify you as an individual. Bella Vou is the data controller. This privacy notice sets out how Bella Vou will use your personal data. You can contact our Data Protection Officer (DPO) via email [email protected] if you have any questions.

13.5. What Personal Data Do We Collect?

- Personal information about you such as your name, contact details and date of birth
- Your financial information if you are a `self-pay’ patient or the financial information of the company or individual who is responsible for the payment of invoices/bills relating to your care (e.g. insurer or sponsor)
- Information about your marital status, next of kin, dependents nominated and/or emergency contacts
- Information about your nationality and entitlement to treatment in the UK
- Information received in response to any surveys or, complaints claims

In addition, we need to process special category personal data, including your health data, for the purposes of providing you with care. This includes:

- Your previous and current medical health records whether provided by referrers or other third parties
- A record of all treatment provided including medical and nursing notes, records of operations, blood tests and radiology
- Information about medical or health conditions, including whether or not you have a disability for which the organisation needs to make reasonable adjustments
- Information about your philosophical or religious beliefs or sexual orientation, where such information is relevant to inform treatment
- Information about medical or health conditions of your family
- Pre and Post treatment medical photography

13.6. How Do You Use My Personal Data?

- To support the provision of your healthcare
- To decide how best to provide treatment to you
- As necessary to support the healthcare contract with you and to allow us to receive full payment for those services, including via finance providers
- To keep your records up-to-date as necessary for our own legitimate interests or those of other persons and organizations
- For good governance, accounting, and managing and auditing our clinical and business operations
- To send you as part of an order or in relation to your care, any medical drugs, prescriptions, garments or dressings
- To monitor emails, calls, other communications, and activities on Bella Vou networks and systems
- For marketing purposes where express permission has been granted by you
- For market research, analysis and developing statistics for improving clinical performance; and

As necessary to comply with a legal obligation:

- When you exercise your rights under Data Protection Laws and make requests
- For compliance with legal and regulatory requirements and related disclosures
- For establishment and defense of legal rights
- For activities relating to the prevention, detection and investigation of crime
- To verify your identity, make credit fraud prevention and anti-money laundering checks; and to investigate complaints, legal claims and data protection or clinical incidents.

Based on your consent:

- If you ask us to disclose your personal data to other people, GP or other organisations;
- When we process any special categories of personal data about you at your request (e.g. racial or ethnic origin, religious or philosophical beliefs, biometric data (for the purpose of uniquely identifying a natural person), sex life or sexual orientation) where this does not relate to the provision of medical care and maintenance or insurance-related reasons.

You are free at any time to change your mind and withdraw your consent. The consequence might be that we cannot continue to provide full healthcare services to you.

We will process your personal data if you ask us to disclose your personal data to other people or organisations such as an insurance company handling a claim on your behalf;

Where we process your special category personal data (namely, health data such as medical records, medical photography, treatment notes and other data concerning your health or treatment) for the purposes of providing you care. We rely on our obligations under the data protection legislation to process your special category for health or social care purposes, such as diagnosing you, providing you with treatment and managing your long-term care.

13.7. How Long Will You Keep My Personal Data?

Information will be kept in accordance with the retention periods outlined in the Information Governance Alliance (IGA) Records Management Code of Practice for Health and Social Care (2016). Information may be held for longer periods where the following apply:

- Retention in case of queries. We will retain your personal data as long as necessary to deal with any queries you may have
- Retention in case of claims. We will retain your personal data for as long as you might legally bring claims against us
- Retention in accordance with legal and regulatory requirements. We will retain your personal data after you have received healthcare services at our facilities based on our legal and regulatory requirements

13.8. How and Where Do You Store or Transfer My Personal Data?

We will only store or transfer your personal data in the UK. This means that it will be fully protected under the UK-GDPR.

13.9. Do You Share My Personal Data?

We will not share any of your personal data with any third parties for any purposes except under the following limited circumstances.

- Consultants/doctors and other healthcare professionals who provide treatment to you at our facilities
- Other healthcare providers where we feel this will enhance the quality of your care
- Sub-contractors and other persons who help us to provide healthcare products and services to you
- Companies and other persons providing services to you as part of your extended care
- Our legal and other professional advisors, including our auditors
- Fraud prevention agencies, credit reference agencies, and debt collection agencies
- Government bodies and agencies in the UK and overseas (e.g. HMRC who may in turn share it with relevant overseas tax authorities and with regulators)
- The Information Commissioner’s Office (ICO)
- Courts, to comply with legal requirements, and for the administration of justice
- In an emergency or to otherwise protect your vital interests
- To protect the security or integrity of our business operations and other patients
- Payment systems and providers
- To our Electronic Records System provider ( EMS).
- Anyone else where we have your consent or as required by law

13.10. How Can I Access My Personal Data?

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request” or SAR.

All subject access requests should be made in writing and sent to the email or postal addresses shown.

To make this as easy as possible for you, please email [email protected] . In the subject line enter ‘ Subject access request’

We will respond to your subject access request within 14 working days and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of progress.

13.11. Use of Photographs and Independent Surgeon Data

All Consultant Plastic Surgeons operating at Bella Vou do so independently under practising privileges and maintain their own clinical and professional obligations. Any clinical photographs taken during your treatment journey will be used strictly for medical documentation, surgical planning, and aftercare.

Should your surgeon wish to use any images or data for personal teaching, academic, or marketing purposes, this will only be done with your explicit written consent.
No identifiable images or personal information will ever be shared without your prior permission.

13.12. How Do I Contact You?

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please email [email protected]

13.13. Changes to this Privacy Notice

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection

14. Financing your procedure

Finance Decision

Bella Vou Ltd acts as a credit broker and offers credit products from Chrysalis Finance Limited. Your application will be subject to a credit check using a recognised credit reference agency as part of our lenders assessment process.

The simple application process is quick, secure, and designed to give you clear choices, so you can find the finance option that works best for you.

If approved for finance, Chrysalis Finance Limited will let you know directly. You then just need to digitally sign your credit agreement, pay your deposit and wait for your surgical date to arrive.

In a few cases, your application may be referred to a lender for further assessment, and you’ll be contacted accordingly by Chrysalis Finance Limited. If you’re not approved for finance, Chrysalis Finance Limited will try to work with you to find an alternative term or deposit option that could meet your desired finance needs.

Repaying the loan

Repaying the loan — Your repayments are collected each month by Direct Debit by Chrysalis Finance Limited. You can repay your agreement early at any time.

Cancellation

There is a 14-day cooling-off period where you can withdraw from the credit agreement after signing your documents. If you wish to do this, please contact us (Bella Vou) directly. We can cancel the application on your behalf. There is no need to contact Chrysalis Finance Limited to do so.

Just contact us and we’ll cancel your application, and we will refund your deposit and let you know of any outstanding balance if applicable.

Legal Information

Bella Vou Ltd is registered in England and Wales No 09194567. Bella Vou is authorised and regulated by the Financial Conduct Authority, register number 757053 and acts as a credit broker and not a lender.

Finance is arranged through Chrysalis finance Limited PO Box 404, Alderley Edge, Cheshire SK9 0EA. A member of the Chrysalis Healthcare Group. www.chrysalisfinance.co.uk.

Chrysalis finance limited is authorised and regulated by the Financial Conduct Authority for credit broking and lending (FRN:631193). Credit acceptance is subject to application and status. Terms and conditions apply.

15. Telephone Call Recording Policy

Purpose of the Policy

Bella Vou Limited (“the Clinic”) is committed to providing high-quality patient care and maintaining transparent, safe communication practices. As part of this commitment, telephone calls to and from the Clinic may be recorded.

The primary purposes of call recording are:

- To ensure the safety and security of patients and staff
- To maintain accurate records of information provided and received
- To assist in staff training and performance monitoring
- To support the resolution of complaints, misunderstandings, or disputes
- To comply with legal and regulatory requirements where necessary

Scope of the Policy

This policy applies to all inbound and outbound calls made via the Clinic’s telephone system, including calls with patients, suppliers, and other external parties. It covers all staff, including clinical, administrative, and customer service personnel.

Notification of Call Recording

All callers are hereby notified that their calls may be recorded. This may be communicated through:

- Information on the Clinic's website and in-practice signage.
- Callers who do not wish to have their conversation recorded will be offered an alternative method of communication, such as email or an in-person consultation. No staff have the ability to disable call recording.

Data Protection and Storage

Bella Vou Limited is fully compliant with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Telephone recordings are:

- Stored securely using encrypted systems.
- Accessible only to authorized personnel for legitimate purposes.
- Retained for a period not exceeding 12 months, unless required longer for legal or regulatory reasons.
- Deleted securely at the end of the retention period.

Access to Recordings

Access to call recordings is strictly limited to designated roles, including:

- Management and senior administrative staff for training and complaint investigation.
- Clinical team members, when necessary for patient care or communication review.
- Legal or regulatory bodies, when disclosure is lawfully required.
- All access is logged and auditable.

Patient Rights

Under data protection laws, individuals have the right to:

- Request access to a recording of a call involving them.
- Request correction of any factual errors noted in call records.
- Request deletion of their data, subject to legal retention obligations.

Requests should be submitted in writing to the Clinic’s Data Protection Officer at:

Bella Vou Limited
The Pantiles Clinic, 45-47 The Pantiles
Royal Tunbridge Wells
Kent TN2 5TE

Email: [email protected]

Responses will be provided within one month, in line with statutory requirements.

Policy Review

This policy is reviewed annually and may be updated to reflect legal, technological, or operational changes. The most current version will always be available upon request and on the Bella Vou website.

Postal address for correspondence: