Life happens. I know that better than most, having spent 25 years in nursing where plans change in a heartbeat. But here's what I need you to understand about how our clinic operates.When you book an appointment with us, you're holding a slot that another patient might need. That time matters to us, and it should matter to you. So we ask for 48 hours' notice if you need to cancel or reschedule. That gives us a fair chance to offer your appointment to someone on our waiting list who genuinely wants it.If you cancel within 48 hours or miss your appointment altogether, your booking deposit will be forfeited. I know that stings but it also protects the patients who do commit to their appointments by ensuring we're not holding time for people who might not show.

Once treatment has been carried out, payments are non-refundable. Here's why. Aesthetic medicine is a clinical service. Once I've performed the treatment, the service is delivered. Your results are already developing. There's no product to return or service to undo.Deposits, though, are different. If you cancel with at least 48 hours' notice, you get your deposit back. That's a fair exchange. You're giving the clinic time to rebook that slot. We're giving you your money back.If we cannot provide your treatment because of something on our end (staff illness, equipment issues, operational reasons), you get a full refund, full stop. Medical or operational cancellations are not your problem. They're ours to manage.Any refunds you're entitled to will be processed within 14 working days. If you're waiting for a refund and haven't received it by then, contact us. We track these carefully.

Absolutely. You can reschedule once with 48 hours' notice without losing your deposit. Life is unpredictable. I'm not going to penalise you for genuine scheduling conflicts.But here's the boundary. If you need to reschedule multiple times or keep making last-minute changes, we move into our standard terms. At that point, further adjustments may result in forfeiture of your deposit. We always try to find a slot that works for you, but constant rescheduling makes it impossible to build a treatment plan.Think of it this way. Consistency matters in aesthetic medicine. Whether it's Botox, fillers, or laser treatments, results depend on following through on your plan. If you're cancelling and rescheduling repeatedly, that tells me you're not ready for the commitment, and that's okay. It just means we need to be clear about what's possible.

Yes, with conditions. You can transfer your deposit to another person or a different treatment, provided you give us 48 hours' notice and the new booking is made within 3 months. That flexibility exists because people's circumstances change.But if you cancel late or miss your appointment, that deposit stays with us. It's non-transferable in those situations. The deposit's whole purpose is to ensure commitment. If you've violated that commitment, it doesn't carry forward to someone else.

Life throws medical curveballs at you. I get it. If you cannot attend or receive treatment due to unforeseen medical reasons, please let us know as soon as possible with supporting evidence.I review these cases individually. There's no automated "no" here. If you've had a legitimate medical emergency or issue that prevents you from attending, we'll work with you. That might be a refund. That might be a credit toward a future appointment. That might be a reschedule with flexibility. What it won't be is a penalty for something genuinely beyond your control.But I need you to tell us. The earlier you communicate, the better we can work something out. Silence followed by a request for an exception is much harder to accommodate than a conversation upfront.