Cancellation Policy

1. Introduction

We understand that sometimes you may need to cancel or reschedule your appointment. This policy outlines our cancellation and refund procedures.

We appreciate as much notice as possible if you cannot attend your appointment, as this allows us to offer the slot to another patient who may be waiting for treatment.

2. Cancellation Notice Period

2.1 With Adequate Notice (24+ hours)

• No cancellation fee will be charged
• You can reschedule to another convenient time
• Any prepayment will be transferred to your new appointment or refunded in full

2.2 Late Cancellation (Less than 24 hours)

• A cancellation fee equivalent to 50% of the appointment cost may be charged
• This fee reflects the cost of holding the appointment time
• We may waive this fee in exceptional circumstances (e.g., genuine emergencies)

2.3 No-Shows (Missed appointments without notice)

• A fee equivalent to 100% of the appointment cost may be charged
• Repeated no-shows may result in future appointments requiring a deposit

3. How to Cancel or Reschedule

You can cancel or reschedule your appointment in the following ways:

4. Refunds

4.1 Prepaid Appointments

If you have prepaid for an appointment:

• Cancellation with 24+ hours' notice: Full refund or credit to your account
• Late cancellation (less than 24 hours): 50% refund
• No-show: No refund

4.2 Treatment Packages

If you have purchased a package of treatments:

• Unused treatments can be refunded at the pro-rata package rate
• If more than 50% of treatments have been used, refunds will be calculated at the single treatment rate
• Refund requests must be made within 12 months of purchase

4.3 Refund Method

Refunds will be processed using the same payment method as the original transaction:

• Card payments: Refunded to the original card within 5-10 business days
• Cash payments: Refunded in cash at your next visit, or by bank transfer

5. Your Consumer Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel a service contract within 14 days of booking, provided the service has not yet been performed.

Once treatment has begun, this 14-day cooling-off period no longer applies, but you remain entitled to a refund for any services not yet provided, subject to our cancellation policy above.

6. Exceptional Circumstances

We understand that genuine emergencies happen. In exceptional circumstances, such as:

• Sudden illness or hospitalisation
• Family emergency
• Adverse weather conditions preventing safe travel
• Public transport disruption

We may waive or reduce cancellation fees at our discretion. Please contact us as soon as possible to explain the situation.

7. Our Cancellations

In the rare event that we need to cancel your appointment:

• We will give you as much notice as possible
• We will offer you an alternative appointment time
• If no alternative is suitable, you will receive a full refund
• We will not charge any fees for cancellations made by us

8. Running Late

If you are running late for your appointment:

• Please call us to let us know
• We will do our best to still see you, but your treatment time may be reduced
• If you are more than 15 minutes late, we may need to reschedule your appointment
• Appointments shortened due to late arrival will be charged at the full rate

9. Disputes

If you disagree with a cancellation charge or refund decision:

1. Please contact us to discuss the matter informally first
2. If we cannot resolve the issue, you may make a formal complaint
3. See our Terms & Conditions for our complaints procedure

10. Changes to This Policy

We may update this Cancellation Policy from time to time. Any changes will be posted on this page with an updated revision date. Changes will not affect appointments already booked at the time of the change.

11. Contact Us

If you have any questions about this Cancellation Policy, please contact us: