Cancellation policy

Why we have one

This is a single-practitioner clinic. An appointment held for you is time nobody else can book, so a late cancellation usually means the slot goes unused. The policy below is meant to be fair rather than punitive, and there is discretion in it.

Deposits

A deposit is taken when you book, through our booking system. The amount depends on the treatment and is shown to you before you confirm. It secures your appointment and is deducted from the cost of your treatment on the day.

Deposits are transferable if you give us enough notice, and are only kept in the circumstances set out below.

Changing your appointment

You can move your appointment free of charge up to 72 hours before it starts, and your deposit moves with it. Use the link in your confirmation email, or contact us.

An appointment can be moved once this way. If it needs moving again, the deposit is treated as a late cancellation and a new deposit is taken for the new booking.

Cancelling

Cancel more than 72 hours before your appointment and your deposit is refunded in full, or held towards a future booking if you prefer.

Cancel within 72 hours and the deposit is retained, because there is rarely time to offer the slot to someone else.

Not arriving

If you do not attend and have not told us, the deposit is retained. Any further appointment is then payable in full at the time of booking.

Running late

Please let us know. We will always try to treat you, but appointments are timed and the clinic runs to a schedule. If you arrive more than 15 minutes late we may need to shorten your appointment or rebook it, and a rebooking in that situation is treated as a late cancellation.

If you are unwell

Do not come in if you are unwell, have an active infection, a cold sore, or anything else that makes treatment unsafe. Tell us as soon as you can and we will move your appointment without charge, even inside the 72 hours.

If we have to cancel

If we cancel or move your appointment, you will be offered the next available slot, or a full refund of your deposit, whichever you prefer.

If we decide at consultation that a treatment is not right for you, there is no charge for the treatment and your deposit is refunded or applied to a consultation fee. You are never charged for being told no.

Your statutory cancellation rights

Because bookings are made online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cancellation period from the moment you book.

If you ask us to provide the treatment within those 14 days and it is fully carried out, that right ends once the treatment is complete. If you cancel part-way through a course, you may be asked to pay for what has already been provided. Nothing in this policy takes away your rights under the Consumer Rights Act 2015.

Courses and packages

Where treatment is booked as a course, sessions are valid for 12 months from the first appointment. Individual sessions within a course follow the notice periods above.

If you stop part-way through a course, the sessions you have not used are refunded. The sessions already carried out are charged at the price they would have cost individually rather than at the course rate, and the difference comes off the refund.

Refunds

Refunds are made to the card or account used to pay, as soon as possible and within 14 days at the latest.

We do not refund treatment that has been carried out as agreed simply because the result is not what you hoped, because aesthetic results vary between people and cannot be guaranteed. If you are unhappy with a result, contact us — we would far rather see you, assess it and put it right where that is possible.

Talk to us

Life happens, and this policy is applied with some common sense. If something has gone wrong, tell us on +44 7748 837645 or Info@aemiliaaesthetics.com rather than simply not turning up.