Refund & Cancellation Policy
Information for clients and patients regarding our Deposit and Cancellation Policy, including payments made using Clearpay.
Effective January 2022 onwards
We are always as accommodating as possible to assist our clients. However, due to the high volume and popularity of the treatments we offer, we have felt the need to introduce a formal Deposit and Cancellation Policy.
We respect that your time is valuable and we appreciate that you understand ours is too. If appointments are cancelled or rescheduled at short notice, or if you do not attend an appointment, this means we are unable to re-use that time for other clients.
We understand that occasionally a short-notice cancellation may be unavoidable and, if it is possible to reschedule your appointment without causing an issue for our clinic operations, we will try to do so. However, because it is often difficult to re-book an appointment slot within 48 hours, we have taken the decision to institute a 48-hour cancellation policy.
Deposits
A deposit will now be taken when booking any treatment. This will be deducted from your bill for the relevant treatment. Deposits for consultations will be refunded if no treatment is required or able to be provided due to medical grounds.
Deposits will be:
- £20 for treatments of £100 or over
- £10 for treatments under £100
Deposits can be paid via bank transfer, credit/debit card through our booking system, or using Clearpay where this payment option is available.
Please be aware, we cannot confirm your appointment until a deposit has been received and your slot will be reserved for 24 hours before being offered to the next customer after that time.
Cancellation Policy
We guarantee that where notification to cancel appointments is given with more than 48 hours’ notice, deposits will be refunded or offset against any future treatment required.
Where late cancellations are notified, including failing to attend without notification, with less than 48 hours’ notice, we will retain your deposit or deduct a treatment from a course of prepaid treatments.
To help our clients minimise the chance of losing their deposit or treatments from their courses, we do send out text reminders a minimum of 48 hours ahead of appointments. Although, due to circumstances beyond our control, this may not always be possible and clients should therefore not rely on a text reminder.
Clearpay Payments
Where Clearpay is used as the payment method for a deposit or treatment, our standard cancellation and refund policy continues to apply.
If a payment or deposit made using Clearpay is eligible for a refund under the terms of this policy, the refund will be processed through the appropriate Clearpay payment process where applicable. The timing of any refund and the adjustment or cancellation of any remaining instalments may be subject to Clearpay’s own processing times and terms.
Where a refund is approved, clients should retain any relevant Clearpay payment information until the refund has been completed.
If an appointment is cancelled with less than 48 hours’ notice, or the client fails to attend an appointment without appropriate notification, the applicable deposit or treatment amount may be retained in accordance with this policy, regardless of whether the original payment was made by Clearpay, bank transfer, debit card or credit card.
For purchases made using Clearpay, any refund or cancellation will be handled in accordance with both our applicable refund and cancellation terms and the relevant Clearpay terms that apply to the transaction.
How to Notify the Clinic About Cancelling an Appointment
Notification is always best given by sending us a message on Facebook or, if there are difficulties with you doing so, by email at info@flawless-normanby.co.uk.
The sooner notification is given, the sooner we are able to offer your appointment to another customer and avoid your deposit being retained.
We appreciate your understanding in this matter and look forward to seeing you in the clinic soon.
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