Refund, cancellation and payment policy

1. Booking and advance payments

A 50% advance payment is required to secure a single treatment or treatment course unless a different arrangement is confirmed in writing. The payment is credited towards the agreed treatment price. A booking is confirmed once payment or an approved payment arrangement is received and the appointment is accepted by The Practitioner.

An advance payment is not automatically forfeited on cancellation. Any amount retained will be limited to sums lawfully due, taking account of the circumstances and reasonable net losses.

2. Remaining balances and payment schedules

For a single treatment, the remaining balance must be paid by the end of that treatment appointment. For a course, the balance is payable in accordance with the payment schedule agreed at booking and must be fully paid by the end of the final session. The Practitioner may pause future appointments where an agreed payment is overdue, after giving reasonable notice and subject to applicable law.

The price, course inclusions and instalment dates will be confirmed before purchase. No additional fees will be imposed unless clearly agreed and lawful.

3. Cancellations and rescheduling

Please provide at least 48 hours’ notice if you need to cancel or rearrange an appointment. One reschedule is permitted per appointment with at least 48 hours’ notice, subject to availability. A further reschedule may be declined and treated as a cancellation.

Late cancellations and non-attendance may result in a fair charge reflecting reasonable net losses actually incurred, taking account of costs saved and any replacement booking. A charge will not automatically equal the full 50% advance payment. Statutory cancellation rights take priority where applicable.

4. Single treatments and pay-as-you-go

If you cancel before treatment, any amount refundable will depend on your statutory rights and any reasonable, lawful cancellation charge. Once a treatment has been properly delivered, a change of mind or disappointment with an outcome that was not guaranteed does not, by itself, entitle you to a refund.

This does not affect your rights where services are not delivered with reasonable care and skill, are not as agreed, or where another legal remedy applies.

5. Treatment courses and packages

Courses may be sold at a discounted total price. If you choose to stop a course, please notify The Practitioner in writing. Where cancellation is permitted, any refund will take account of services already supplied and reasonable, lawful losses, subject to applicable statutory cancellation rules.

Completed sessions will not automatically be repriced at the full standalone rate. Any deduction must be fair and supported by the agreement and circumstances. Unused sessions cannot be transferred to another person or exchanged for different treatments without prior written agreement, except where law requires otherwise.

6. Buy Now, Pay Later

Where available, Buy Now, Pay Later is provided by an independent payment provider and is subject to its approval and separate terms. Repayments under an approved finance arrangement are administered by that provider. The Practitioner’s treatment cancellation terms continue to apply, but cannot override the provider’s terms or any statutory credit or consumer rights.

Any refund due will be coordinated through the original payment provider or payment method as appropriate. A cancellation of treatment does not necessarily cancel a separate finance agreement automatically; clients should also follow the provider’s instructions.

7. Distance and online bookings

Where a qualifying contract is concluded at a distance, including through WhatsApp, Facebook, Instagram or online booking, you may have a legal right to cancel within 14 days after the contract is made. The Practitioner will provide the legally required pre-contract information, including cancellation instructions and, where applicable, a model cancellation form.

If you want services to begin during that period, The Practitioner will obtain your express request before starting. You will also be asked to acknowledge that you may lose the statutory cancellation right once the contracted service has been fully performed. If you cancel after a valid early-start request but before completion, a lawful proportionate charge may be due for services supplied. A general acceptance of these terms alone is not a substitute for the required express request and acknowledgement. For a multi-session course, completing one session does not normally mean the entire contracted service is complete.

8. Treatment results and suitability

Treatment plans and expected outcomes are discussed during consultation. Individual responses differ and results or an exact number of sessions cannot be guaranteed. Lack of a particular cosmetic result alone does not create a refund right where the service has been delivered with reasonable care and skill and as agreed.

Clients must provide accurate and up-to-date information about medical conditions, medication, sun exposure and other relevant factors. Treatment may be postponed or declined where clinically unsuitable. If The Practitioner cannot provide the agreed service, any payment or refund will be handled fairly and in accordance with the law; an automatic forfeiture will not apply.

9. Patch tests and consultations

Where a consultation or patch test is required, treatment will not proceed until the relevant checks and waiting periods have been completed. Any separately charged consultation or patch-test fee will be disclosed before booking. If treatment cannot proceed safely, The Practitioner will discuss appropriate options and any applicable refund entitlement.

10. Promotions and discounted prices

Offers apply only to eligible bookings within the stated promotion period and cannot be applied retrospectively. Any conditions attached to promotional pricing, including permission to use treatment content, will be disclosed before purchase and agreed separately where consent is needed.

Promotional pricing does not remove statutory cancellation or service-quality rights.

11. Problems or complaints

If you have concerns about your treatment or a payment, please contact The Practitioner promptly so the matter can be reviewed. Where the law requires repeat performance, a price reduction, refund or other remedy, that remedy will be provided. Nothing in this policy limits liability or remedies that cannot lawfully be excluded.

12. Acceptance and statutory rights

A copy of these terms will be made available before you are bound by a booking. By confirming your booking, you agree to the lawful terms of this policy. Nothing here excludes or restricts your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable legislation.