Our Commitment and Promise


At MyLooks we stand by the quality of our services, and we are committed to ensuring the satisfaction of our clients. The MyLooks promise applies to all clients who have booked a plastic surgery procedure through our booking team.

Clients should be aware that there are risks associated with any surgery, including cosmetic procedures. Those risks increase when patients fail to inform their medical team about pre-existing medical conditions, allergies and other health-related issues.

If clients are healthy, do not have pre-existing medical conditions that can affect the outcome of their cosmetic surgery, have realistic expectations for the surgery, and follow their surgeon's recommendations and recovery instructions, then they should be satisfied with the results of their procedure.

The MyLooks promise and review process are in place to ensure that any problems arising as a direct result of the surgery are addressed fairly and equitably.

Review Process


If a client is dissatisfied with surgery results, they must notify their MyLooks health consultant immediately. They should include as many details as possible, including photos, medical reports and a written statement outline their concern.

A review committee—consisting of the client's health consultant, the plastic surgeon who performed the surgery, and other MyLooks staff members as required—will evaluate the documentation provided and make a determination based on that evidence.

The evaluation is intended to answer these questions:

  1. Is the problem related to the client's clinic/hospital admission process, the treatment they received at the clinic/hospital, or the surgery they underwent?
  2. Is the problem caused by a failure to follow post-operative instructions or other instructions given to the client by their surgeon?
  3. Is the client's dissatisfaction caused by unrealistic expectations that their surgeon and medical team did not support?
  4. Is the problem cause by pre-existing health conditions that the client failed to reveal in full to the medical team?
  5. Is the problem a result of the client's failure to follow post-operative instructions or other instructions from the surgeon?

After an evaluation of the above factors, and on a case-by-case basis, the review committee will make a determination that establishes the degrees of responsibility for the issue, as well as financial responsibility where applicable, to be apportioned between MyLooks and the client.

MyLooks will formally notify the client of the determination in writing.

If a client disagrees with the determination, they should immediately notify MyLooks in writing.

Terms and conditions


  1. The surgeon's post-operative instructions—including medication recommendations, restricted activities, and follow up care—must be followed
  2. Compression garments must be worn according to the surgeon's instructions. In emergency situations—such as acute pain, acute swelling, or infection—the client must seek immediate medical assistance from a licensed medical practitioner. Where consultation or treatment is provided, the client should obtain and forward to MyLooks a medical report or statement detailing the diagnosis, treatment provided, and cost of treatment
  3. Treatment costs must be pre-approved in writing by MyLooks in order to qualify for reimbursement
  4. Except in the cases of emergency or acute complications, MyLooks will not initiate an evaluation until six months have passed from the date of the surgery. This allows enough time for normal healing to occur and any swelling, bruising, and the appearance of scars to reduce in severity
  5. No remedial procedures, except in the case of an emergency or acute complications, may be performed by another surgeon without the consent of MyLooks

Mitigating high-risk factors


Significant risk factors may be taken into account during post-surgical evaluation of high-risk surgery cases. Patients must fully and truthfully describe all risk factors on their pre-admission form, and discuss those risk factors with their surgeon before undertaking any surgical procedure. These risk factors include, but are not limited to:

  1. Use of cigarettes, alcohol, or recreational drugs
  2. Use of prescription or over-the-counter medications
  3. Allergies to medications, or other non-disclosed allergies
  4. A higher-than-average BMI (body-mass index)
  5. Diabetes or thyroid disease
  6. Blood pressure disorders including hypertension, limb ischemia, varicose veins or hemorrhoids
  7. Heart conditions including valvular disease, ischemia, or vascular conditions
  8. Renal conditions including chronic renal failure or kidney stones
  9. Urinary conditions including benign prostatic hypertrophy or stricture of the urethra
  10. Liver conditions including cirrhosis or hepatitis
  11. Lung conditions including COPD, asthma, or tuberculosis
  12. Gastrointestinal conditions including peptic ulcer
  13. Marrow conditions including dysplastic marrow
  14. Nerve conditions including sensory, motor, or autonomic disturbance
  15. Muscle conditions including weakness, Myasthenia Gravis, or Guilain-Barre syndrome
  16. Uterine conditions including dysmenorrhea and endometriosis
  17. Joint conditions including arthritis
  18. Eye conditions including glaucoma
  19. Psychiatric conditions depression, schizophrenia, or anxiety
  20. Systemic conditions including autoimmune disease, allergy, or cancer
  21. Degenerative conditions of the spine, bone, joints, eye, or brain
  22. Keloid scarring problems
  23. HIV-positive diagnosis, AIDS, hepatitis, or syphilis

Exclusions


The following exclusions are not covered by this promise:

  1. Non-surgical procedures, laser treatments, or dental procedures
  2. Inherent risks which are not a result of surgical error, including but not limited to: capsular contracture, skin rippling, double-bubble effect, numbness, changes in sensation, and asymmetry
  3. Changes associated with weight gain/loss or pregnancy since the surgery
  4. Cases in which patients have been informed of the following prior to surgery:
    1. They are a high-risk patient
    2. They have unrealistic expectations for the surgery
    3. The surgery technique or other factor involved in the surgery may result in a complication
  5. Specific procedures, including but not limited to: silhouette threading, rhinoplasty, cheek implants, chin implants, and buttock implants
  6. Subjective dissatisfaction with surgical results (expectations that do not match the outcomes described by the surgeon)

Determination


If, after an evaluation of the evidence provided by the client, and after taking into consideration the conditions, mitigating factors, and exclusions listed above, the review committee makes a determination in favor of the client, MyLooks promises that we will pay—in full or on an agreed-upon costs-shared basis with the client—all hospital, admission, surgical, and other costs associated with the revision surgery. These exclusions apply:

  1. MyLooks will not cover airfare, hotel accommodation, and/or time off work
  2. MyLooks will not be responsible for any expenses incurred by the patient's companion or family
  3. All revision surgery procedures must be finalized within 1 year of the original surgery