Appointments & Cancellation Policy

Appointment Payment Policy

Pre-Payment Requirement

All appointments must be paid for in full in advance in order to secure the booking.

  • Appointments are not confirmed until payment has been received.

  • Consultations must be paid for at least 48 hours in advance to secure the appointment. Appointments that remain unpaid may be released to another patient.
  • Payment for in clinic treatments is required at least one week in advance, either in full or via agreed instalments.

Pre-payment allows us to allocate appropriate time, prepare in advance and provide a personalised, high-quality service for each patient

Rescheduling, Cancellations and Non-Attendance

We understand that plans can change and aim to be as accommodating as possible, while ensuring fairness and protecting clinic time. Please review the following policy carefully.

Rescheduling

  • Appointments may be rescheduled free of charge up to 48 hours before the scheduled appointment time.

  • Requests to reschedule within 48 hours of the appointment are not normally possible.

  • If a last minute change can be accommodated, a £25 administration fee will apply.

  • Please contact us directly as soon as possible if you need to request a reschedule within 48 hours.

Cancellations

  • Appointments cancelled with more than 48 hours’ notice are eligible for a refund, less a £25 administration fee.

  • Appointments cancelled within 48 hours of the scheduled time are non-refundable.

Refunds

  • Refunds (minus the £25 administration fee) are available for cancellations made more than 48 hours in advance.

  • Refunds are not issued for cancellations made within 48 hours of the appointment.

Non-Attendance (No-Shows)

  • If you do not attend your appointment and have not contacted us in advance, the appointment will be classed as a no show.

  • No show appointments are non-refundable.

Late Attendance

  • If you arrive late, your appointment may be shortened to avoid delays for other patients.

  • The full appointment fee will still apply and cannot be amended or reduced.

  • If your appointment starts late due to a delay on our part, your consultation time will not be reduced.

Exceptional Circumstances

We recognise that genuine emergencies and unforeseen circumstances can occur. Please contact us as soon as possible if this happens. Any flexibility or exceptions to this policy will be considered at our discretion.

Programme & Treatment Refund Policy

This policy applies to skin programmes, treatment courses, regenerative aesthetic plans, and ongoing care packages.

Programmes and Treatment Plans

  • Once a programme or treatment plan has commenced, fees are non-refundable.

  • This includes situations where:

    • Consultations have taken place

    • Treatment planning has been completed

    • Tests, prescriptions, products or clinician time have been allocated

This reflects the personalised nature of care and the resources committed at the outset.

Unused Sessions

  • If a programme includes multiple sessions and some sessions remain unused, these may:

    • Be rescheduled within the programme timeframe, or

    • Be converted to an alternative suitable treatment at the clinician’s discretion

Unused sessions are not refundable for cash.

Medical Unsuitability

  • If treatment is discontinued because it is deemed clinically inappropriate or unsafe to continue, we will:

    • Review the remaining plan

    • Offer reasonable alternatives where possible

    • Consider partial adjustments on a case by case basis

Change of Mind

  • Refunds are not available for changes of mind once a programme or treatment course has started.

Third-Party Costs

  • Any costs already incurred (including laboratory testing, prescriptions, products, or third-party services) are non-refundable.

Thank you for your understanding. These policies allow us to provide safe, personalised and high quality care while respecting the time and resources required for each patient.