Guarantee terms.

1. The commitment

For an eligible new clinic client, we will deliver at least 45 qualified high-ticket appointments during the first 90 consecutive calendar days from the agreed campaign launch date. If we deliver fewer than 45 and you meet the material requirements below, we will refund the agency fees covered by section 8.

This is a business-to-business appointment-booking guarantee. It does not guarantee attendance, treatment uptake, revenue, profit or a particular return on advertising spend. These terms and your campaign schedule must be supplied and accepted before you commit to the service. Browsing this website or booking a strategy call does not create a service contract.

2. Eligibility and the campaign schedule

You must be a UK aesthetic or laser clinic lawfully able to provide the agreed treatments, with the capacity to serve the agreed patients and area. Before launch, we record the included treatments, minimum course value, service area, agreed advertising budget, consultation format, diary availability, qualification criteria, launch date, fee breakdown and responsible contacts in a written campaign schedule.

There is no unpublished universal minimum advertising budget or course-value threshold. Your budget and criteria must be agreed in writing before payment for the guaranteed campaign. We do not add eligibility conditions retrospectively. Existing client agreements remain governed by the terms accepted for those agreements.

3. What counts as a qualified high-ticket appointment

A qualified high-ticket appointment must meet every condition below when it is booked. A lead record or unanswered form submission alone never counts.

• A genuine prospective patient aged 18 or over has expressed interest in a full course of an agreed premium treatment.
• They have been told the indicative course price and confirmed that they are comfortable with that investment.
• They are within the agreed service area and meet the written qualification criteria.
• A real person in our qualification team has reviewed and qualified them. An AI-only conversation does not count.
• They have expressly agreed a specific date, time and consultation format, supplied usable contact details, and had their consent and communication preferences recorded.
• The appointment is attributable to our campaign, recorded in the shared CRM and scheduled to take place within the 90-day guarantee period.
• The appointment is for a distinct person.

Duplicates, tests, spam, job applicants, suppliers, people seeking free “model” treatments and anyone already in the clinic's patient records before the campaign are excluded. Rescheduling the same person does not create a second count.

Clinical assessment and treatment decisions remain the clinic's responsibility. A person found clinically unsuitable at consultation can still count if they met the pre-screening questions and criteria that the clinic agreed in writing before launch. Our qualification is not a clinical assessment or a promise that treatment will be suitable.

4. Attendance, cancellations and quality checks

We guarantee qualified bookings, not attendance or completed treatment sales. A properly qualified and confirmed appointment can count if the patient later fails to attend, provided the original qualification and confirmation are evidenced. A booking cancelled by the patient before its scheduled start does not count unless it is rebooked to take place within the guarantee period. An appointment the clinic cancels or cannot honour can still count if we delivered it correctly.

Mark a suspected duplicate, incorrect qualification or cancellation in the CRM and notify your account contact within five working days of discovering it. Give the reason and supporting record. We will review the evidence and correct the count where appropriate. Late notification is not an automatic waiver: we consider the available evidence fairly, particularly where a problem could not reasonably have been identified earlier.

Not reaching a patient on a later call, or a patient deciding not to start treatment, does not alone prove the original booking was unqualified. Equally, a CRM label alone is not proof that an appointment met the criteria.

5. Clinic follow-up responsibilities

We remain responsible for the initial qualification and booking described in our service. Your responsibilities begin when an opportunity or appointment is handed to your team. Check the shared CRM each working day, acknowledge a handover within one working day, honour agreed appointment times and keep the diary current.

Where a handed-over opportunity needs a response from you and the patient has not replied, make at least six genuine contact attempts over seven calendar days, spread across at least four separate days. Use at least three telephone attempts and up to three SMS or email attempts where those channels are lawful and appropriate. Vary the time of day and make no more than two attempts in a day. Record each attempt in the shared system.

This sequence is a maximum required effort, not permission to pester someone. Stop as soon as the person responds, declines, opts out, asks you to stop or requests a different contact time. Do not repeat contact solely to meet a quota where an appointment is already confirmed. If a permitted channel is unavailable, record the reason and agree a reasonable alternative with us.

Use reasonable UK contact hours: normally 9am–7pm on weekdays and 10am–4pm on Saturdays, with no Sunday or bank-holiday contact unless requested by the patient. Respect their preferred time and channel and all applicable consent, direct-marketing and do-not-contact rules. After a no-show, begin appropriate follow-up by the next working day unless the person has declined further contact.

6. GoHighLevel and the evidence trail

Use the CRM and communications system we provide, normally GoHighLevel, for handover follow-up, outbound calls, SMS, email, appointment changes and outcome reporting. Calls must use the connected calling function and messages must use the connected channels so timestamps and outcomes are visible to us. Do not delete, alter or conceal relevant records or remove our agreed access during the guarantee review.

Keep factual notes and update the pipeline within two working days after an appointment, cancellation or material outcome. If a platform fault requires contact outside the system, tell us promptly and add contemporaneous evidence, such as a call log, message copy or email thread. We accept credible evidence and will not reject it merely because our platform was unavailable.

Recording contact attempts does not require audio recording of every call. Any audio recording must have an appropriate legal basis, required notices, access controls and retention limits. Both parties must protect patient data; the CRM is not a licence for unrestricted surveillance or marketing.

7. Budget, access and cooperation

An isolated missed call, minor delay or technical issue does not automatically cancel the entire guarantee. If we believe a material failure is affecting delivery, we must explain it in writing, identify the evidence and give you at least five working days to put it right where it can be remedied. We may rely on a breach to decline or adjust a claim only to the extent we can reasonably demonstrate that it materially caused the shortfall or prevented verification. Our own failures cannot be used to disqualify you.

The 90-day clock starts when the agreed campaign is live, not during setup. It does not automatically restart or extend because performance is disappointing. A clinic-requested pause or material campaign change must have its effect and any revised deadline agreed in writing. Platform disruption does not automatically remove the guarantee; an alternative timetable or remedy must be expressly agreed.

You agree to:

• Maintain the advertising budget in the campaign schedule and pay undisputed invoices when due. Advertising spend is separate from our agency fees and cannot be silently reduced while retaining the original performance commitment.
• Provide accurate treatment descriptions, prices, offers, service-area details, practitioner availability and clinic capacity information. Supply the permissions and access reasonably needed for advertising, landing pages, CRM, calendars and reporting.
• Provide reasonable diary availability as agreed before launch, honour appointments and arrange for a suitable team member to handle them. Tell us promptly about unavailable dates or changes in treatment capacity.
• Provide feedback and approvals within three working days where reasonably possible, or promptly agree another deadline. Make agreed locations, treatments and staff available for scheduled content production.
• Supply only genuine, unedited patient images for which you have written permission covering the intended use.
• Avoid materially changing targeting, budgets, campaigns, qualification criteria, CRM automations or tracking without agreement, or diverting campaign enquiries into an untracked system.

8. What we refund

A valid claim entitles you to a full refund of the agency fees paid for initial setup and the first 90 days of the guaranteed service, including the management, creative and content-production fees forming part of that service. Any relevant VAT on those refunded fees will be reversed through an appropriate credit note. We do not reduce the refund because some appointments were delivered.

The refund excludes advertising spend paid to Meta or another advertising platform and genuinely separate third-party costs clearly itemised and agreed before purchase, such as externally billed software or telephony. We cannot reclassify agency charges as third-party costs after the event. Your written fee breakdown must make the refundable amount clear before you commit.

This is a refund commitment, not a credit-only offer. We may offer additional work or an extension as an alternative, but you do not have to accept it instead of a valid refund. Any continuation of services after the first 90 days is governed by your service agreement and does not waive an accrued claim.

9. Making and resolving a claim

At the end of the guarantee period we review the appointment count with you. If it is below 45, raise a claim in writing with your account contact or our published business contact, identifying your company, campaign dates and the relevant CRM records. Please do so within 30 calendar days of the period ending. A reasonable delay will not automatically extinguish a valid claim or statutory rights.

We acknowledge a claim within five working days and aim to provide a reasoned written decision within 15 working days of receiving the necessary evidence. We request only information reasonably needed, use records already available to us and explain any unavoidable delay. We pay an approved refund within 14 calendar days of approval, normally to the original payment method.

If you disagree with a decision, ask for a review and identify the disputed points. We will reconsider the records in good faith and provide a reasoned response. Both parties may agree mediation; this does not prevent either party pursuing an available legal remedy.

10. General provisions

Working days mean Monday to Friday excluding public holidays in England and Wales. Your accepted campaign schedule and these guarantee terms form part of the written service agreement. Any change reducing this guarantee must be expressly identified and accepted before the relevant purchase; a general small-print clause cannot silently override it.

Nothing here excludes liability or rights that cannot lawfully be excluded, including liability for fraud or fraudulent misrepresentation. The guarantee does not replace remedies for breach of contract or misrepresentation. The law of England and Wales applies, with the courts of England and Wales having jurisdiction for business disputes, subject to any mandatory law that applies.

The version accepted for your campaign governs that campaign. Later website edits do not retrospectively reduce your rights.

Business contact

The service is provided by South West Leads Ltd, trading as Laser Focused London.

Registered in England and Wales. Company number 15080623.

Registered office: 20 Wenlock Road, London, England, N1 7GU.

Email: michael@laserfocused.london

Phone: 07403 598 354